This was my read of this as well! What a stupid metric. The first thing I thought when I read that was "Yeah, that's probably because people stopped calling a

This was my read of this as well! What a stupid metric. The first thing I thought when I read that was "Yeah, that's probably because people stopped calling and started looking for another bank." That'll be what I'll do if my bank starts replacing people with AI. Take my money out and go somewhere that isn't trash.