Is this app the call center of the future?

I cringe when an automated telephone system answers my call. Why do we still have to pick up the phone to call airlines, cable companies or banks? Soon, we won’t have to, if entrepreneur Richard Smullen has anything to say about it. Smullen, 36, heads up Pypestream, a stand-alone messaging app that creates a direct, secure line of communication between businesses and their customers. “Most people can’t stand robotic voices. They want to go immediately to a representative. Yet with messaging, they won’t know it’s a robot,” said Smullen. Texting enables call centers to respond to many consumers at once, making them much more efficient. Pypestream will use artificial intelligence and machine learning so that businesses can automate more of their customer service, and make it feel personal. In Pypestream’s…

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