I see it the same way. The system is unfortunately often set up in a way so that you can't avoid them. A few weeks ago I needed to speak with the support personnel of a popular crypto service. They have e-mail support but also live chat. Since the latter is faster, I contacted them via the chat. You can't speak to a human until you tell the bot what your issue is about and receive at least one automated reply. If the feedback to that reply is negative, the bot offers to connect you to a real person. In my case, the bot couldn't solve my inquiry. So it's exactly as you said. I wasted a few minutes getting generic information that wasn't at all related to my case.