If you read beyond the first paragraphs of the article, you will see that the intent is to try to eliminate interaction with a thinking entity - for example: A

If you read beyond the first paragraphs of the article, you will see that the intent is to try to eliminate interaction with a thinking entity - for example: And what if things go wrong, as for example happens during storms? “If there’s a disruption, we’ll send your new flight, and you can accept it.” There will be humans available, but the idea is that they’ll get in touch only in case of absolute necessity. Note, in particular, "they’ll get in touch only in case of absolute necessity", not "you will be able to get in touch..." If you have a situation that they have not anticipated, or that they simply don't want to deal with, you're shit out of luck. Only yesterday, I was faced with a schedule change due to weather, but the airline's messages about my options were ambiguous and incomplete, requiring me to speak to customer service - an option that I greatly appreciated.