Doesn't callback do a similar thing. Most people wouldn't mind a longer wait if it wasn't "on-hold" time. The frustration usually has more to do with "holding wastes my time" not "they aren't answering now"

Agreed. The value proposition for LucyPhone for business is potentially reduced support costs while improving the customer experience. Customers feel empowered when they invoke LucyPhone to hold their place in line. Once they are connected, the CSR has a happy customer ready to have their needs met, rather than an angry customer who has to vent for two minutes about the egregiously long hold time.