

I can think of a couple
- expectation management: sometimes call volume is genuinely high, and if you set a floor at say 10 minutes it only feels like a 5 minute difference if the caller’s actual wait time is 15
- engineering downtime to allow agents time to complete paperwork or catch up on emails
- make us all so annoyed with the process of waiting in line we welcome AI agents as liberators









ah yes, “fiscal responsibility”