The very first thing I do whenever I start my chat with customer care is write this exact sentence, ''connect me to a human''. Sometimes the other side replies that you are already talking to a human .


Of course, cost-cutting is also a major factor for any platform.
I remember a funny incident where I was asking to change my crypto address and bot was repeatedly telling me how to change my home address lol and there was no option for human support.
IMO AI bots are more helpful as an additional section to FAQ rather than actual human support. Sometime specially in finanacial matters we feel the need of a  human reassurance if things are not going right.