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Getting the human touch
MONROE - We do a lot of communicating in America. We talk on cell phones, we chat online, we send text messages. But it seems as soon as you really need to talk someone - like when you're having trouble with that new gadget you just bought or service you purchased, those lines of communication break down. You call and follow the voice prompts, but it seems you can never reach the holy grail of customer service: A real, live person.