During the recent townhall in London, the focus on customer experience (both RC customers and the customers engaging with our customers through RC technology) caused me to think about how to make large impactful changes that could shape the industry.It made me wonder if there had been any thought about an AI-powered experience that could determine poor experience for customers dialing into IVR / call centers powered by RC and both "save" the customer for our customer while improving the implementation over time for RC customers.As someone who spends way too much time calling vendors to sort out things, the following issues tend to occur frequently with existing systems:Call drops when being transferred between teams.Call gets transferred back to step 0 in the IVR because the agent doesn't know how to route directly.Caller gets treated like a hot potato and transferred between multiple teams without any resolution.Finding out there is no way to contact a team about a specific issue that none of the contactable teams want to take ownership for.Customer Support / Care promise to do something but don't resulting in multiple engagements to solve an issue.There is a common factor here - user experience and specifically user frustration. I tend to be fairly tenacious when chasing issues but most people are not and these experiences just lead to people giving up (sometimes the goal of organisations who benefit from their customers giving up and continuing to pay for poor service). As a program manager that has managed continuous improvement projects / programs in the past, it's a lot of work to setup the infrastructure and tracking to identify these issues and improve user experience (investment is generally low because the incentive is usually related to NPS or reducing support costs; not driving revenue).One trick that sometimes works is mashing '0' or '#' at the start of the IVR causing the call to be routed to some failsafe queue. I would really love RC to create a feature called ESC# or 372# that you could trigger if you end up getting frustrated trying to solve something with the company using RC technology (only available when we detect experience is likely to be poor). It would trigger an analysis of your journey to date and then capture a) what you are trying to achieve and b) how the company (RC's customer) can get in contact. It would then route the issue to a particular team in the company for resolution / IVR improvements (ideally with some suggestions on what needs to be improved).