I get they are there to handle exceptional cases. But how about we only staff positions where they actually can handle exceptional cases? So many times I'm inte

I get they are there to handle exceptional cases. But how about we only staff positions where they actually can handle exceptional cases? So many times I'm interacting with someone who is interacting with a machine and are actually incapable of making the human and compassionate choices that exceptional cases require. If there isn't a system for overrides available then no person is required.