Calling the Oregon DMV was very simple because it does rely on an outdated directory tree to get you to a representative. In fact, it doesn't even push you to go online like a lot of online help numbers do these days. Instead, it is a direct system that uses automated technology to help get you to someone who can help quickly. I was able to get into the hold queue within just a few minutes and without pressing a bunch of buttons to get there. It was extremely refreshing.
When you call the Oregon DMV a recorded message thanks you for calling and then asks if you would like to continue your call in Spanish. Once you say no, the recorded voice asks how it can help. This caught me off-guard as I was waiting for a directory and a list of numbers to get redirected. Once it registered, I tentatively said that I need help replacing my license. I will note it would have been helpful if there were instructions that told me to state my problem in just a few words.
Regardless, I was able to figure out what the system wanted and said "replace my license." The system carefully recognized what I said because then it gave me detailed information about how I could replace it online to save myself time and trouble. It then noted that I could also go to a local DMV office and replace it there in person. The recording then informed me that I can renew my license up to one year before its expiration date or two years past its expiration date.
Finally, the recording asked me if I would like to receive a text message that has all of the information about how I can replace my license online. I said no, because I wanted to talk to an agent about my situation. I actually had lost my license and just needed a replacement which I felt might involve a slightly different process.
The recording told me that a customer agent could help me and transferred me to a hold line. They asked if there was anything else they could help with and when I said no the hold music began. I was on hold for less than five minutes before an agent picked up. The agent spoke clearly and was able to give me the information I needed in just a few minutes. The only thing I would change about the system is, possibly, the sensitivity of the automated responses. There was some noise in the background and it did sometimes take two responses before the robot understood what I said.