Interactive voice response systems are actually customer repulsion systems used to keep costs down. Same answer for various chat systems. Cutting labor costs is the hyperfocus of many organizations, to their great peril.
Another side of this is that let's say we took 12Million taxpayers off the roles. They won't need housing, so mortgage lenders, builders, etc, don't get any revenue for them (data centers *might*).
They don't need healthcare, or hospitalization, pharma, etc. They drive no cars, need no roads, pay no fuel taxes. They have no progeny, no schools, and can't vote or donate to campaigns.
They don't drink much water, rarely poop, suck lots of air, and need wicked constant energy to do their job (if that's what you call it).
Commerce isn't bad, indeed it's how our civil cultures survive and sustain themselves. Remove the human elements and there's a very mixed result, with the reputation of getting blood from rocks, repulsing those that need actual customer service, and generally injecting more mud than high quality/low cost lubrication to revenue streams.
But hey, I'm not liplocked to VC udders. Races to the bottom are never fun, and while I find it's OK to have shareholders, some shareholders will do anything to milk that cow, it is what we teach MBAs today.