From the article: > Voice increasingly evolve to be an escalation— not a primary service — channel. I hope this trend continues. And companies drop the know-n

From the article: > Voice increasingly evolve to be an escalation— not a primary service — channel. I hope this trend continues. And companies drop the know-nothing scripted CSRs (who are like a FAQ that you access through a clumsy voice interface) and instead staff their call centers with pleasant, smart people with actual domain knowledge.