Folks -
Denying that technology can reduce the need for human intervention in many, but not all, cases is a waste of time and energy. ATMs, grocery store self checkout, toll booth passes, the Internet, etc. are not going away. Perhaps US is taking the "use the kiosk or die" stance a bit too often, but the kiosks are a great tool for many of us. If anything, I would like to see CCY bring some of the line agents in-house to better improve the kiosks. The agents know what does and does not work, not necessarily folks in CCY.
(And, for the record, twice this week the kiosk pissed me off. It kept claiming I had two reservations. So, the kiosk prompted for the record locator. Umm, almost no one carries the record locator around with them. Most passengers don't even know what it is. And, for those that do, often times if the reservation is booked via Apollo, for example, Apollo has its own record locator which differs from US's. The kiosk also asked for the flight number, but I was nowhere near a monitor to see what the flight number was. Of course the kiosk wouldn't allow me to look-up the flight number. Why it couldn't just bring up all the reservations I had based on my DM # is beyond me -- UA's kiosks do this even with my US FF # in UA reservations! Regardless, the agents in both cases checked me in after only a few keystrokes. What on earth did they do that the kiosks didn't?!)