How is that incoherent? Just because a system is bad doesn't mean it won't get used, especially if companies or institutions feel that they can save money in t

How is that incoherent? Just because a system is bad doesn't mean it won't get used, especially if companies or institutions feel that they can save money in the process. I've lived in several countries and have witnessed how, in the name of efficiency, it has gradually become impossible to get in touch with anyone from an institution to get a problem resolved. We've replaced human beings with phone menus. They don't do the job (of answering your questions or solving problems), but they're certainly cheaper than the human beings who did!