It’s no surprise that humans can outperform a call center IVR when it comes to very delicate and/or complicated telephone transactions. At the same time, the service performed by a live operator is exponentially more costly than the alternative. With that said, there are valid arguments supporting the use of both methods. First, the human operator is more expensive, yet is also far more dynamic in terms of problem solving and diffusion with valued customers. It is this ‘human element’ that will alway serve as job security for the human employed in the customer service sector. However, this finesse takes time, and time is money in the workplace. Here, an IVR has a chance to excel. What the IVR lacks in humanity, it more than makes up for with efficiency, speed, attention to detail, and consistency. Perhaps, it is wise to view these two models as complimentary in a business sense.