“Rita, did you check your brother’s homework?” That is one of the daily questions my mother asks my sister. I do not think my mother ever called my sister by her full name Fahima Nessa. It is not her real name, but close to it. One of the reasons we do not call a person by their full name is that it is time-consuming. This concept is not far from hyperlink or URL. When we are dealing with SMS, we cannot afford to send a link that is very long especially since we have 160 character limits.

Short URL help get the message across quicker - person sitting on floor reading SMS

Another reason we do not call people’s full names on normal occasions is  because it feels weird. I can imagine someone hanging-up a call when trying to spell out the letters of a long sentence. It is one of the reasons company bitly.com came up with a URL shortener. Of course, there are other companies that can do the same thing. However, many business owners are not aware that the URL shortener also has tracking and other data linked to it. For example, if we sent a text to my sister Rita,  “New job found. Click the link to view job info – oncallma.com/xEfkx”, we know how often the link was clicked, what time, even their location. Furthermore, we can even determine if the link was forwarded to someone else by using what we call cookies.

If your mother sends you a text “Ur report card came in today. I took a picture – bitly.com/dktex. We need to talk.”, make sure to disable your GPS before clicking on the link. If you do not, then the next message could be “Tell Jr. that you need to leave his house right now”.

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Quality Assurance is always listening in

It was 3:31 AM in the morning and Miss Begum called the home care agency.


Ringing …

Cindy (not her real name) was the on-call coordinator for that night. ”Emergency line, may I help you?” Miss Begum sounded like she had a cold. “Hey Cindy, can you cancel all the upcoming visits for my mom? She passed away about an hour ago.”  On-call Ma software flagged the call as a “sad” 😢 mood, automatically generated an email, and sent to the coordinator’s supervisor.

Are you OK with AI for QA?

Tone Analyzer is one of the features I am working on for a home care agency software app. “1984” by George Orwell (also not his real name) is about policing society by limiting and controlling language. Big Brother from “1984 is here in the form of Artificial intelligence (AI). On-call Ma AI-based software provides quality control or quality assurance (QA). While some may dislike this form of quality control, in reality, it is hypocritical.

Imagine buying a car where your brakes do not work because quality control was not taken seriously. That means the manufacturer did not test all the brakes on the car before sending it out to the consumer. Would anyone buy the car? We know that product owners want QA because it ensures customers get what they paid for. Customers, who also work for the producer, dislike being monitored to provide the QA. It is also important to note that both caller and on-call coordinator consent to the QA as soon as the phone system broadcasts “this call may be monitored or recorded for quality assurance”.

In 1984, the big brother or the government used humans to do more of the work. In our case, we use AI (replacement of humans) to provide monitoring in real-time. The fact is it is very expensive to have someone listen in to the call at 3:31 am because we want our beauty sleep. In the past, we have done an email survey to try to accomplish the same goal, but AI seems to provide better results. As the books explained “The best books… are those that tell you what you know already.”

Click above for a free demo or call: (646) 687-7700

Photo: Big Brother GIF By Njorg via GIPHY

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