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You know, you can see articles where people report social engineering attacks on Amazon customer service and extract a great deal of information from them.

Having a human involved is not necessarily a solution, can be another attack vector.

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Nice binary logic there. It's an attack vector therefore it can't be a solution to customer problems. The issues here are orthogonal.

Just saying that, in this article telcos are the weakest link. In some other cases customer support has been the weakest link.

Isn't customer service the weakest link in both of those cases?

It's a great counterpoint because with a large staff you can never solve the human element. It's also corollary to the hacking approaches we see regularly employed: Send an exploit payload via email to everyone in the company and somebody is bound to open it. In fact in the security space they've moved away from even saying you can protect the front door and are more focused on detection and correction once an intrusion occurs.

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