> But that in itself is not even true across the industry, some(most) phone bookings are very complex

Citation needed for that "(most)". I work for a company with a call center and a large part of calls are simple ones that could be easily answered by just reading the FAQ page on our website.

> otherwise they would just use a web interface.

I think the problem is more about resources. My local hairdresser use his phone and a notebook to take bookings. It takes a bit of his time and could easily be replaced by a Web interface but he doesn’t have any resource for that (and some people still prefer using their phones).

> I think the problem is more about resources. My local hairdresser use his phone and a notebook to take bookings. It takes a bit of his time and could easily be replaced by a Web interface but he doesn’t have any resource for that

By "resources", do you mean money? Because if so I can't imagine the purchase and training of Duplex on the business side would come cheap either.