True. Reducing customer support calls that get to a real person contributes to the performance and cost metrics for a call center. Some companies may try to mak

True. Reducing customer support calls that get to a real person contributes to the performance and cost metrics for a call center. Some companies may try to make a useful phone tree. Some may use it to introduce friction and cut off nuisance calls. I won’t say the companies always have nefarious or uncaring intentions but it can feel that way from the customer end.