Automated customer service lines

[tommy-h]

Just phoned Scottish gas to pay bill.As new customer have never used service before.Reason for using automated service is my medical condition left me with a severe speech impediment and I find it easier to deal with the machine than try to get customer reps in India to understand me.After the usual preliminaries - Acc# etc,the machine asked me to state my initial and second name.Of course it did not understand me and immediately transferred me to a helpful foreign gentleman who dealt with my query politely.My problem is not with the service recieved but whats the point in an "automated"service engaging one in conversation.Scottish electric have a totally automated service with which I have no problem.Why do companies mix and match these systems?