Clay Shirky’s recent Twitter post about the changing role of the human contact is telling:
We are beginning to normalize automated transactions. And encounters with smart machines, be it by voice or web, are emerging as the way we interface with businesses. They are technologically primitive at this point, but they are priming the pump for smarter machine engagement.
When the next generation sees human contact as a sign of a problem, you know things are changing.
Go ahead and argue whether this is good, bad or other.