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Yes, this is one of the effects of the replacement of customer service agents with web interfaces. The same has happened with travel; searching for vacation opt
by jameshart 11y ago
Yes, this is one of the effects of the replacement of customer service agents with web interfaces. The same has happened with travel; searching for vacation options nowadays guarantees you access to every possible room in every possible location, ordered by the effectiveness of their SEO strategy. Previously, you used to go through travel agents and tour operators who offered curated selections of hotels. Sure, just like with your financial choices, the selection was potentially compromised - maybe the agents are getting extra commission to promote one hotel or investment plan - but there are other incentives against them completely screwing you (they are interested in recommendations and repeat business after all).
So sure - now we can bypass the agent and get to the raw list of every possible available product; but the cost is an inability to tell meaningless choices from meaningful ones; the risk of making a bad choice is all on us (no opportunity to blame the guy who sold us it); and that combination leads to choice paralysis.