Comment by toomuchtodo
6 months ago
People use the phone tree not because they want to, but because they have limited alternatives. Companies deploy them for line goes up ("how can we provide as little value as possible for as much profit as possible without the customer leaving"), not for the benefit of the customer.
https://en.wikipedia.org/wiki/Enshittification
https://hn.algolia.com/?dateRange=all&page=0&prefix=false&qu...
Yes - and the point is, if everyone availed themselves of the alternative (e.g., escaping the phone tree), as previous post implied, then "line wouldn't go up" and companies would stop.