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It’s just typical, isn’t it? The one time you really need to contact a company for technical support is when it’s out-of-hours. Then, when you call back the next day during peak time, you end up listening to cheesy pop songs whilst waiting on-hold in a queue of dozens of people. We’re living faster than...

Self service is everywhere – you can pay for your groceries without the need of a cashier, you can deposit money at the bank without speaking to a member of staff and now you can access IT support without speaking to a technical assistant. The robotic voice sounding “unexpected item in the bagging area” may...