I am sure your readers have all experienced the frustration of so-called “self-service helplines”.
I understand the commercial reality behind these systems and appreciate that they provide considerable savings for firms, especially when tackling frequent and simple questions.
When it comes to public services, however, I wonder whether we should not hold ourselves to higher standards.
Progress must not be allowed to bring levels of frustration many of us seem to be experiencing on other lines. This is especially true for older people or the frail.