A Customer-Service Giant Wants to Chop Down the Automated Phone Tree

A call to customer service usually involves an automated phone tree and punching in a sequence of numbers—a Social Security number or an account number—before a human gets involved. There’s almost always a maddening and perplexing moment when the representative asks for more numbers—addresses, pins, frequent flier, whatever. In the age of drones, sentient vacuums, and self-driving cars, we still haven’t figured out how to store a digital dossier for grumpy customers.

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