Let’s take a time machine back to 2005…
You’re applying for life insurance. You just walked into a retail branch of your insurance carrier for your appointment. The branch manager approaches with a stack of papers and you begin filling out the application.
If you were confused, they were there to help you.
If you were highly engaged and motivated, they might cross-sell you a disability product.
If you pulled out a piece of paper from your pocket and started copying information, they would (hopefully) know to further qualify you.
That employee was trained to interpret behavioral cues and react to how you were acting.
It was a lot easier to determine what your intent was in a face-to-face setting…