Bloomberg's own reporting already answers the question this clip raises — is the "messy middle" projected or already happening? At Commonwealth Bank of Australia, Microsoft, Uber, and Hyatt, it's already happened: sizable call-center headcount cut using automated phone and chat systems, savings already banked. Economist Molly Kinder's point isn't a forecast. It's a line item that's already closed. I've watched this exact math play out before superior technology ever touched...