Authors:
Ahmed Bouzid, Weiye Ma
On a Sunday afternoon a few months ago, we called the local number of a large national retail store to find out what time the store was closing. As expected, we were greeted by an automated interactive voice response (IVR) system that opened with the customary, "Thank you for calling...." But then it did something completely unexpected. Instead of rambling on with a long menu of options, it simply said, "Our Sunday hours are from 10 a.m. to 6 p.m. Our regular weekday hours are from 10 a.m. to 9 p.m." Then it politely asked: "Do you need anything…
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