It’s a familiar scenario: A customer calls a well-known Internet and phone service provider, enters their customer ID or billing number and their date of birth, and presses pound to indicate they are calling about an issue with their service. When a human representative finally answers the phone, the customer explains the situation and receives a resolution to the issue.

However, when the same issue resurfaces a few months later and the customer has to call back, the second customer service representative has absolutely no idea what occurred on the previous call.

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