I've worked in call center automation for a while. Clients (big old company) would complain that people would use the phone line instead of the website. The thi

I've worked in call center automation for a while. Clients (big old company) would complain that people would use the phone line instead of the website. The thing is, the authentication on the website was atrocious while you would be very easily trusted on a phone call. It was in part due to regulations. Because we were building an automated system to handle the calls, it had to use the same user unfriendly authentication as the website. So I'm really not sure that this went anywhere. "Now please type your client number, it's written on a letter we sent you 3 years ago"