I am disappointed there is no discussion of the morality of the research and article. This seems like a morally bankrupt justification for corporate totalitari

I am disappointed there is no discussion of the morality of the research and article. This seems like a morally bankrupt justification for corporate totalitarianism. The goal of the article isn't to help solve customer problems, it's to reduce costs and maximize profits in any way legally possible. Twitter has plenty of "moral outrage" spam and complaints that really are not customer service issues, and I am sympathetic to not engaging in that kind of advocacy and those kinds of complaints, but often customers have real issues that "customer dis-service" often fails to remediate, and if there's no other option but "alternative means", then those means are justified in the name of producing consumer benefit.