The DIY trend isn't something that's confined to home improvements and upcycling projects. A 2021 Gartner survey found that 71% of the 4,300 customers surveyed - even Boomers - would rather solve their own problems instead of calling customer support. Yet there are some tricky issues that still require an actual human to resolve. For all the benefits of automation, savvy organizations know that putting customers first requires providing easy access to real live agents.