It's better to mediate online than to not meet at all = ODR good from an access-to-justice point of view.
ODR is useful when parties may need to be separated - e.g. domestic violence situations.
Moderator Ban Jiun Ean points out that (asynchronous) ODR helps to overcome problem of timezones and jetlag.
It's important to understand what the customer wants.
But will people feel like they're talking to a robot, rather than to a human being?
Answer = what does the customer want?