We are obviously on a course to automate virtually every transaction and, more ominously, every interaction that we possibly can. Witness Voice System hell when calling customer service.

But there is no reason to me that these systems have to be completely brain dead.

Witness my recent experience shipping a package to one of our sponsors at FedEx Kinko's. I was late, and didn't get there and the paperwork done until 9:01 - with a 9:00 pm cut-off.

But was the pick-up driver there yet? No, there sat a giant pile of packages awaiting his arrival.

But the FedEx system would simply not allow the associate to process my package despite that fact. The date had turned.

I could, however, redo the form to add credit card information and put the package in another bin, which I did, and that package would be processed that night.

Go figure.

Just for jollies, I waited, and the driver showed up about 9:20. My package was processed and, as always, wonderfully delivered the next day. But someone had to read my lousy writing hoping to get my card number right and enter it into their system, and I was frustrated that the computer decided how I should be served, completely illogically, it seems to me.

Automation is great, but when it gets in the way of common sense and the ability of humans to make the right customer decision, it has gone too far, it seems to me.

You too?

I’d love your thoughts on this.