This is like saying, why have Uber use algorithms to match rider and driver, if you still need human customer support to deal with exceptions? IMO, the answer

This is like saying, why have Uber use algorithms to match rider and driver, if you still need human customer support to deal with exceptions? IMO, the answer is fundamentally that it expands the market (no more limitations like medallions, scales better than hiring dispatchers, etc.), and creates more demand overall (more people use these cars than would've used traditional taxis). Of course, even the customer support gets automated away, until humans only need to deal with exceptions to the exceptions (that automated support was supposed to handle). So there can still be economies of scale and efficiency.