I think that the computer systems are inefficient because even though they go through many options in the menus, most of the time this options are very general. When you talk to a human you can get very specific in your problem and the human can guide you through it as fast as they can. When dealing with a computer you have to wait for a list of their responses and they tend to be a lot slower. Like the author explained, you can't get an immediate response if you have one specific question.
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