How much of the underlying issue reduces to incentive structures? Any large entity (Google being one) has plenty of monetary incentive to reduce the number of

How much of the underlying issue reduces to incentive structures? Any large entity (Google being one) has plenty of monetary incentive to reduce the number of customer service professionals. Any algorithm that minimizes human interactions is profitable unless it actually costs the company its customers. Thus, since it's almost impossible for Google/Amazon/Facebook/Apple to lose a significant proportion of customers, it is almost inevitable that they'll avoid letting anyone speak to a human being when a dispute arises. This might be a subtle anti-trust "cost" to consumers that is entirely overlooked in congress?