A post titled "Humans are Faster than Computers" over on the Return Customer blog made me think. I completely see his point - far too much automation is dumb and irritating and simply gets in the way. But let's think about his scenario. Firstly, the person he was asking knew the book he wanted. Had they not, increasingly likely with the ongoing explosion in customer choice, they might have had to go look it up on a computer anyway. Even so, perhaps the employees knowledge of the store layout...
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