Over the years with the old (male) phone system the first agent would backstop all aspects of customer service by contacting global ticketing, refunds, etc. on my behalf and take the lead to resolve the issue and go back and forth between me and these other Delta departments. Now with the introduction of the new (female) phone system I get transferred to these departments outright and the first agent leaves the call. I guess Delta has concluded that keeping 2 agents tied up on the call while my issue is resolved is contributing to long wait times so they have made this change.