I think people will quickly move from hating automated systems and requesting "connect me to an operator" to preferring to communicate with automated systems rather than slow live operators.
PS. I overheard a hack: while the agent is "thinking" on the line, the system plays the sound of typing on a computer. Even though it's obvious that the machine isn't typing anything, psychologically it's more understandable and calming: the system isn't frozen, it's thinking, and the pauses become unnoticeable.
#ai@rvnikita_blog #automation@rvnikita_blog #cx@rvnikita_blog