Yes, technology has done a masterful job of eliminating so many of the frictions we used to be forced to grapple with in everyday life. One such area is customer service. Yes, it can be very uncomfortable and inconvenient to have to deal with customer service people (and many others as well). However, it is in those moments of discomfort and inconvenience that we're forced to grow as people. So by eliminating those situations, technology has also precluded us from growing, and as a result, we're more intolerant, less empathetic, and more fragile than we used to be.
Yes, technology has done a masterful job of eliminating so many of the frictions we used to be forced to grapple with in everyday life. One such area is customer service. Yes, it can be very uncomfortable and inconvenient to have to deal with customer service people (and many others as well). However, it is in those moments of discomfort and inconvenience that we're forced to grow as people. So by eliminating those situations, technology has also precluded us from growing, and as a result, we're more intolerant, less empathetic, and more fragile than we used to be.
I wondered if you'd be as into the "normal technology" framing as I am. What a well-timed paper and concept!