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To: Bilow who wrote (11624)	7/24/1998 10:43:00 AM
From: Ed Zhao	Respond to of 164684

Thank you for the link. It's an interesting article, although it did not hurt the stock. That is how big companies conduct business these days. I once tried to get AOL technical service to resolve some problem, what I got was prewritten instructions in e-mail that did not solve my problem. Someday, there'll not no need for individuality in sales and customer survice anymore. There'll be speech recognition technology to interpret the customers' inquiry and automatically match answers from a database and a computer will read back to the customer. XZ