There's definitely both an upside, and downside to using automated software to process these sort of things, but technology, in particular AI emphasis has grown significantly over the years, and more, and more companies are starting to implement it where they can, and not just tech related companies either. Obviously, the AI is limited to the programmers skill level, and there's almost always a frustrating experience to be had, but I'll be honest peoples intelligence also varies, and I've definitely had frustrating moments with support teams.