Yeah, plus customer service is one of those highly manual and error-prone business processes that are nearly impossible to (properly) automate which are so anno

Yeah, plus customer service is one of those highly manual and error-prone business processes that are nearly impossible to (properly) automate which are so annoying to Silicon Valley. In my experience the Silicon Valley approach to it is to optimize your product for the 98% of customers who won't need anything more hands on from you, throw some automation (in the form of documentation, chat bots, and phone menus) at the remaining 2%, and don't worry too much about anyone who falls through the cracks past that. Which can lead to a great experience most of the time unless you're one of those unlucky leftovers, in which case the ground falls out from beneath you into a labrynthine Kafkaesque hell proportional in brutality to the size of the company and the extent to which you depend on it.