Commentary: Why is it so hard to talk to a human being to get my money back?
THE RACE TO DIGITISE AND ITS DOWNSIDES
I get it. To remain competitive, companies are racing to digitalise and streamline business and IT processes and scale up quickly as demand for their products and services increased, especially after a pandemic struck.
From food delivery services to late charges over credit card bills, automated voice services and customer support have reduced the need for human interaction with customers. Many customers don’t mind either. Just look at how they use supermarket self-serve lines with ease.
In a manpower-lean economy short on staff, this is a sensible strategy. Airlines and hotels will incentivise customers to use their apps and automated service either by giving a slightly lower price for transactions conducted online or by charging extra fees for tr...









