problem over the phone system. During the 20th-century era, companies used mainly equipment like dictation machines, typewriters, and dumb terminals with access to a mainframe computer, to address customer issues. The earliest use of computers for customer service was done through the use of mainframe software. Customers would submit paper forms or communicate their issue by phone to customer service agents who would seek avenues to handle the issues.

In the 1960s, companies began to set up