> But some things you can’t automate. You can’t “automate” a knowledgable, friendly customer support team. You can’t “automate” responding to a complaint on soc

> But some things you can’t automate. You can’t “automate” a knowledgable, friendly customer support team. You can’t “automate” responding to a complaint on social media. You can’t “automate” the recruiting, training, rapport, culture, and downright caring of teams of human beings who are awake 24/7/365, with skills ranging from multi-tasking on support chat to communicating clearly and professionally over the phone to logging into servers and identifying and fixing issues as fast as (humanly?) possible. From what I can tell of the last 20 years of corporate strategy, they just decide to not do these things instead of automating them. To the extent where I am unaware of a customer service process that is not a Kafkaesque call-tree at this point