solution here is to increase personelle. If people want to talk to people they should be allowed to. Look at automated check out lines in stores. The stores tried to push them and elminate the manned ones and it fell apart. But you know what they did not get rid of them and folks when not forced to will if it makes sense for their needs and they get a good amount of use. Folks will use the automated systems if their experience with those systems are good. Give an estimated wait time for an agent and estimated time to resolution with automated and folks will try the automated. but if the automated systems stymies them they will call back for agents or press a key for them and will not use it for awhile in future. Maybe never. Its up to the automated system to actually be better from a human point of view.