This sounds like a much broader and uglier problem in the system than empathy between custech and the customer - namely, empathy between the broader company and

This sounds like a much broader and uglier problem in the system than empathy between custech and the customer - namely, empathy between the broader company and the customer. I am not convinced that the kinds of companies that will be using these services are the kind of company that even listens to their customer support agents, and would rather sell them out to the lowest bidder and the only reason they have any customer support agents at all is so they don't get in legal trouble because their automated system doesn't have all edge cases supported.