You think old people don't just hit zero, pound, or say 'agent', to go to a person, to do the things the phone tree can do? If they don't, is that because they

You think old people don't just hit zero, pound, or say 'agent', to go to a person, to do the things the phone tree can do? If they don't, is that because they don't know any better, or because they actually want to use the IVR? My guess is either they go straight to a person, or they don't know that's an option. So if I'm correct (and I think the onus would be to prove that old people think differently than everyone else in this regard), these things exist to take advantage of the ignorance of old people to save a company some money. Greaaaat.