She leaves out the primary benefit of agent-assisted digital channels... they are asynchronous like some sort of people epoll(1). They maximize throughput. The

She leaves out the primary benefit of agent-assisted digital channels... they are asynchronous like some sort of people epoll(1). They maximize throughput. The friction comes from the synchronicity of voice communication. With that said some things require voice communication so I doubt eliminating them entirely will ever be an option.