I think the future holds a lot more automation for knowledge management. I think in the future its going to be a lot more specific and each and every individual will have the knowledge to help you when you call customer service. I think at this point there are too many transfers. Who knows it may just be automated, asking you to push numbers to determine your problems and then a computer automated response and solution will be told and emailed to you. This would be something that I would think we are no that far from, seeing as many places are already starting to implement this. I think they are trying this becuase it will cut down on their costs and allow them to have a lot more customers that are 100% satisfied, since these computers will seemingly have all the knowledge necessary.
I remember once I had a problem with my Gateway computer, maybe 5 or 6 years ago and customer service for some reason was unable to help me through my problems. I then went online and had a chat with an online technician and this person was able to help me through my problem after quite a while. It seemed like these people just had a book in front of them with possible problems and possible solutions and they were just going through the book and telling me to try random ones, in the hopes that one of them would work.