A library in North America is using automatic voicemails to alert borrowers when their loans are overdue. The software (not from my firm!) translates codes and abbreviations to generate the messages. It’s like the opposite of voice-recognition software that changes your speech into text.
Compared to sending letters, it’s a neat way to save time and money for the library, and give library users prompt warning so they can avoid fines. So far so good.
Except that this library reports that customers called Mia Jones get addressed as “Missing in Action” Jones. Readers with the surname of Pow get called “prisoner of war”.
As one librarian comments, “We just hope we never have someone register with the name of Doa!”