I can understand why automated systems are used and they do make sense in places. My beef comes from when I'm trying to sort a billing problem out and have entered all of the information asked for then get transferred to a CSR and have to give them all the information all over again.
People may be lazy and simply want to skip right to an operator but most people actually want to talk to a person who can at least empathize with them (or convincingly fake it at least).
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"People are always blaming their circumstances for what they are. I don't believe in circumstances. The people who get on in this world are the people who get up and look for the circumstances they want, and, if they can't find them, make them." -George Bernard Shaw
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