“Google does indeed have an achilles heel, a potentially fatal flaw.
They don’t scale people.
In some ways this makes perfect sense, because people don’t scale well. There is only so much technology you can place in front of an “operator standing by.” Once her calls are queued and she’s in front of a terminal you’re at the mercy of the callers.”
Article
Dana Blankenhorn, ZDNet Healthcare, 24 May 2010
