She's wrong on a few points.
1. It has ALWAYS been about "Reducing Dependence on Human Workers". A person with years of hand-crafting skill is replaced by someone with months of machine-operating skill. And so forth.
2. Machines are NOT as good as she claims at predicting HUMAN behaviour. They're just getting to be better than the average human (who sucks at it).
Now machines at call centers can be used to seamlessly generate spoken responses to customer inquiries, so that a single operator can handle multiple customers all at once.
No. HUMANS can be forced to read off a script but MACHINES suck at anything more complex than "Did you say "yes"".