
Orders of magintude in effieciency gains...
...really suck when things efficiently fail.
Your correspondent once met the manager of a contact center dedicated to processing parking and speeding fines. This chap's "customers" were understandably nearly always unhappy, and the folks who answered the phones therefore copped more than their fair share of surliness and abuse. Ninety percent therefore quit their jobs …
this is the same software that my house closing attorney has on their website? It insists, when asked, that it's a real human being, even though it's responses make it VERY clear it's not.
"What days are the office open?" "9-5"
"What is the phone number for the <city> office?" "I'm sorry, I don't have access to that information."