“Your call is important to us.”If it really was, you wouldn’t still be waiting. That sentence sums up the dark side of automation in 2026. AI, bots, self-service, IVR, workflow engines—automation has helped companies cut costs, scale faster, and operate leaner. But somewhere between efficiency dashboards and cost-reduction targets, many organizations crossed an invisible line. They optimized operations…and accidentally dehumanized… Read more →
