The same reason some platforms just use the chatbots. They don't want to spend some good money on qualified/professional Customer assistants who work remotely so they look out for those who come from countries where the low wages they offer are acceptable.
I don't know how many times I have encountered customer assistants who didn't even seem to have enough technical knowledge about the issues that come up in the platforms they work for. My guess is, the cheaper the labour, the shittier the service offered.