[skybrian]

That's just wishing the problem away with techno-optimism. When you call someone at a company on the phone to get help, they often need to access your account. If they don't have access to anything, they're mostly useless and you get no help.

We're a long way away from making everything self-service and companies not needing to hire anyone to do support. Until all the support people get laid off, they need to be trusted at least to some extent. (Internal controls can be helpful.)