>"But customer service itself is a human problem."

...Says an unnamed academic who, in all likelihood, hasn't worked retail in the 21st century.

Tho, you'd think they'd go to a grocery store once in awhile & be subjected to the customer service atrocity that is the self-checkout. (Or touch an ipad barista at a coffee shop, or patiently repeat "speak to a representative" to an automated telephone system...)