The rationale of his opponents is that these computers are more efficient. They allow businesses to save money by utilizing automated voice software to narrow down a consumers issue or solve it all together. Of course, as it is clearly demonstrated by the author, these automated speaking programs truly create more of a problem by not working properly at times, withdrawing the human element from process, and at times not solving the problem at all since a computer cannot interact with a human the same way another human does.
I agree that it does draw out the human element, and sometimes, even rarely does it solve the problem completely. However, this system does save time for the employees and sometimes for those consumers who prefer dealing with computers as opposed to humans.
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