"The author claims that the systems are highly inefficient. Explain his rationale in your own words."
In my opinion, he is correct. Everyone has called somewhere, even somewhere as simple as a store only to get a machine operated response that takes ten minutes explaining your options, when your question doesn't fall under any of the categories. Where as if you had been talking to a real person, they would have already heard and answered your question by that point. Most people try to get through the automated answering machine and to the real people in the store anyway. These setbacks and inconveniences make replacing real people with machines more inefficient than helpful.
The machine operated responses are so pointless, because all you are trying to do is get to a real person. I agree that replacing real people with these automated machines is inefficient and not helpful. Many times these automated machines have no clue what you are needing, or not specifically what you need therefor they are no help to the public. If eventually you are going to talk to a real person, why can’t it just start off that way?
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