Or they work on a team that's got a KPI saying "reduce the support contact rate by 3%" and there's nobody higher up who realises this is a terrible idea. Big t

Or they work on a team that's got a KPI saying "reduce the support contact rate by 3%" and there's nobody higher up who realises this is a terrible idea. Big tech companies are full of people acting rationally, seeking to maximise metrics that are easy to track and sound good, but have negative externalities that are hard to see or to measure.