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Message: <blockquote data-quote="GrimCo" data-source="post: 9524574" data-attributes="member: 7044462">Cause people hate talking to machine and want to talk to living person. Even if you can't deviate from the script when it comes to problem solving, at least you know there is person on the other side. If other person is normal and you have some people skills, even if you can't solve problem, you can at least talk to them and calm them a bit. Also, voice recording can't check their payments status. Sometimes people would get disconnection cause they had unpaid bill from months prior ( bill was lost in mail, they forgot to pay, whatever). So you can remind them and tell them that they just need to pay it and as soon as system flag it as payed, they'll have their phone/internet back. Also, voice recording can't check if they are in the area where there is maintenance work and services are temporary unavailable.  And to be fair, most of people that called were decent and about 80% of problems were resolved pretty fast. I had few calls from elderly people who were just lonely and phone trouble was just excuse for some human interaction. No one enjoyed that job. Pay was crap and most of us were students. Only good thing is, since it's 24/7/365 support, you can book shifts so it doesn't interfere with schedule at university.</blockquote>