Well, nobody likes them, of course, it's 2015 and we still have to deal with touch tones and waiting endless amounts of time on the phone. Last week I just spent over 3 hours waiting for IRS to talk to me, which costs them, well, "us" essentially, at least a penny per minute. But sometimes your customers are low-tech. For example, I am trying to build an automated system for a church and most people there don't use Facebook or smartphones, so, the IVR system is a viable option for now.