Thank you, I came to say this too. You're mushing your humans harder, and they'll break. Those 5 mins of downtime post-call aren't 100% note taking - it's catching their breath, trying to re-compose after dealing with a nasty customer, trying to re-energise after a deep technical session etc.
I think AI in general is just being misused to optimise local minima in detriment to the overall system.
I think AI in general is just being misused to optimise local minima in detriment to the overall system.