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Hi Kate, the reasoning here seems fundamentally flawed from what I can see.

You say people helping themselves has gone up and phone calls has gone down therefore customers don't want to talk to people.

I will take my business somewhere that respects my time and communication preferences.

We definitely agree with your observations and counsel.

Did you ask people's preference of just what they did? Customers are looking for low-friction ways to get answers to questions - and increasingly the self service channels and the low friction agent assisted digital channels are leveraged.