This is actually kind of interesting. We’ve all been on the phone as we wait for customer service to help us out. Sometimes it can be quite frustrating.
As with many of these services, when you call Apple Care, you are connected to an automated machine. It understands speech pretty well, so you can say something like “My MacBook doesn’t work” and it will understand that you need help with your MacBook. If, for some reason, it fails to understand you twice, it will have you press a key on your phone’s keypad instead.
Now, if you are truly having issues, you are probably very frustrated. One Redditor learned, after blurting a few non-family-friendly words out of anger, the automated voice apologized and immediately put him with a representative:
Second, not kidding on this one. I was having some trouble with my (older) laptop and wanted to order a new keyboard to fix it myself. After exploring every option possible in the machine based list, I eventually got frustrated and used a few choice words that triggered something in the computer I was talking to.
It cut itself off in mid-sentence, apologized, and in about 10 more seconds I was talking to an Apple tech. Unfortunately for me, he couldn’t help me order my new keyboard. At least I got the answer that they aren’t made anymore, instead of having to drive over an hour to the closest Apple store for the same information.
Cool. Of course, the person may already be mad at that point. However, they may be pretty impressed with how quickly the machine understood their frustration, and be happy that they are being attended to quickly. Hopefully.