In this column a few months ago, I mentioned that I had been sitting 25th in line in a call centre queue, waiting patiently to speak to a real person.
I was reminded of that moment just last week, when I read a study by investment bank Goldman Sachs that suggested AI could eventually replace the equivalent of 300 million full-time roles in the US and Europe. Although done to improve business efficiency, it might be a way to shorten those long hours on hold.
