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I think people are missing the point that one of the reasons why Duplex exists is that there are many businesses such as restaurants that do not offer some kind of online service for booking or reserving a service, and the only interface they offer is via phone. The main purpose of Duplex is to make things more convenient for people do not want to go through the hassle of interacting with an establishment via the phone, in which case, they can have Duplex handle making the call and being on hold on their behalf. If more businesses offered online services that are convenient for customers, then there would be less use for a service like Duplex.