The call comes in at 4:40 on a Friday. The voice belongs to a senior manager, or sounds close enough, and she needs a password reset before a flight. She is polite, she is in a hurry, and she has the last four of the badge number. Researchers at Harvard Kennedy School, Meta and elsewhere ran a version of that moment past 4,100 US adults, using six commercial voice systems and human callers as a … More
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