Labor costs and the primary purpose of call centers or bot chats: attrition. At a large scale a central focus of managing customer service is lowering labor costs. Less service. Automated call centers are literally designed to ensure that a certain percentage of people do not talk to a human, irrespective of whether their problem was resolved. Friction is added on purpose.

And of course, with AI playing an ever more prominent role, we can be certain that it's probably not a real person, soon enough even on the phone.

We can do better. :)