Devil's Advocate
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Amtrak's scheduling, booking, and notification process has become such a mess I would strongly support the purchase of a replacement system. One that handles most agent-initiated tasks through browsers and apps to cut down on call volume and speed up solution speed. I'd also replace helpless Julie by integrating with more useful services such as Siri, Alexa, & Google Assistant. I realize there are other failures that require attention but if not now then when?