that isn't technology though, you just might use technology to keep track of it (wiki/whatever). Maybe that's what paul meant by "technology" but that isn't a Tesla play by any stretch of the imagination.
Shaving 5 or 10s off average handle time with smarter tooling is absolutely technology. In fact, it's probably the most widely used technology on the planet.
As someone who works in that space, helping people do similar things with greater accurately and quickness delivers a surprising amount of value... when you're talking about deploying that across 250+ desks.
The target isn't to throw technology at 99% of all requests, but to deploy it on the smaller portion of the process it's suited to. The only thing faster than 100% machine is 99% machine + 1% human.
