> You seem to be implicitly assuming that the human on the phone has more power than the one behind a ticket system, but there's no reason to believe that. It

> You seem to be implicitly assuming that the human on the phone has more power than the one behind a ticket system, but there's no reason to believe that. It is not necessarily about power, it is about judgement. However clever or 'smart' the systems we design, there is still a vast gap between what automation can understand and what a human can understand. There are countless examples of a system only doing what it was told to do, where any human with an IQ higher than 80 would immediately recognize that the system is being incredibly dumb and wrong in this particular case. There needs to be some last resort for the victims of those errors when there are real consequences to these mistakes.