Hi Chris, I don’t think VR will ever replace physical helpdesk completely, as long as there are physical libraries taking up space. The only way I reckon you’d lose the face-to-face is if libraries went completely digital (which is happening in some places). I’m also not sure it’s cheaper hiring only VR staff–there are the costs of software to factor in, and from my limited experience I get the sense it’s not particularly cheap (and ongoing). It does feel more rewarding though doing the face to face thing, maybe that’s just human nature?