That sounds like automation in a nutshell. On rails, everything is excellent. Veer off course and there's no recovery! Usually humans fix those outliers, but i

That sounds like automation in a nutshell. On rails, everything is excellent. Veer off course and there's no recovery! Usually humans fix those outliers, but if things are just too stuck on rails, there may be no fixing derailment. It's like even if a CSR individually has excellent intentions and believes there will be a follow-up, it's not actually on any scripted recovery plan, so it just won't happen.