3rd question: In the last paragraph the author claims, that systems such as "Voice Massaging Systems" are highly inefficient. He states several reasons for that. We as customers want immediate help to solve a problem and due to the fact, that every human is different, we also have different kinds of problems. Sometimes a computer simulated assistant can help you solve the problem, but sometimes you just need a real person to figure out a solution for the problem. Going to 20 minutes of a computer voice asking you questions about problems you do not actually have can be really frustrating, especially when you need emergent help. Therefore a computer-voice controlled customer service can be very inefficient in terms of customer satisfaction.
Sebastian
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