I think that statement is more an expression of perceived motive. The senators were used to having a trained human employee making their connections "just work"

I think that statement is more an expression of perceived motive. The senators were used to having a trained human employee making their connections "just work", suddenly this technology puts the onus on the end user. Why? Because in the long run, the technology is cheaper than employing a trained human. Are the telephone companies going to pass this saving on to the tax payer? Unlikely, certainly not in the near-term. So the senators are objecting to having to put their cup of coffee down, steady the phone with one hand, turn the dial with all their might with another hand - five (?) whole times - pick up their coffee again, only to find out that they've misdialled and have to start the whole process again. Just so that some telecoms fat cat gets a bigger paycheck.