> For many of these systems, you actually are talking to a human. Is this practice widespread at all? I've worked at several contact center software companies

> For many of these systems, you actually are talking to a human. Is this practice widespread at all? I've worked at several contact center software companies with many customers and never once heard of this. It's always been automated IVR software controlling this. This sounds to my ears like maybe an outlier of a particularly awful contact center? I'd certainly pause before claiming this is how it works for "many of these systems".