Technology

You're right, absolutely spot on, about several things but ONE IN PARTICULAR is this:

A human being helping a customer is, quite literally, an act of circumvention. Customer service EXISTS, SPECIFICALLY, for scenarios that require exceptions and skilled, knowledgeable internal maneuvering within, between, and around the cold mechanisms of machinery and policy. We tend to think of, say, purchasing items at a store as standard operation, for instance. But really, from the perspective of the business, its objective is to RESTRICT access to goods and services. The cashier manages exceptions to this goal. If the company has its way, it would take your money while relinquishing NOTHING.