Digital or Automated "Agents" are just a way to tell your customers that you don't think their time is important enough to employ someone to serve them. Companies spend $2,000bn a year "talking to" potential customers. We proudly INVEST in marketing in the desperate hope people may want to fleetingly "engage" with a company. That precious special rare moment they finally do, it's now "customer service" and a COST to minimize, so we pass their energy and enthusiasm to a bot. Management consultants thinking has destroyed many companies ability to understand or feel the benefits of caring. The way companies cut their way to profitability, not invest in revenue growth is astounding. …see more