Frankensteining is when two proprietary concepts or designs are brought together without further customization, resulting in an irritating mix. This can often be observed in existing services: a company builds a new voicebot into one point of the telephone portal to relieve employees there. The voicebot is guided by voice, but the rest of the portal is still based on an IVR. For the caller, it is now unclear without further explanation how to navigate the portal.

The front office of an organization is in direct contact with customers, for example via telephone portal, email, chat or at a service desk.see also: back office