I think you hit it on the head - it depends on the service being provided, and how the people relate to providing it. Some people like talking to humans, some

I think you hit it on the head - it depends on the service being provided, and how the people relate to providing it. Some people like talking to humans, some don't. It often changes as well. But for incredibly basic mundane transactions, I'd lean on the "I don't like talking to humans." But it's also slower to talk to humans, and generally there is a line, making it again slower. If I have to add travel time in there, that's a factor. So if the person at the end doesn't add at least some positive value (other than just doing what I need done), I'd rather go the faster way. Also, if a company is squeezing the workers and not the market, that probably means that company is having trouble no matter what the workers are doing.