But see this is my point, it's not just about "speaking to a human", it's about having an empowered ombudsperson who can circumvent the normal systems of author

But see this is my point, it's not just about "speaking to a human", it's about having an empowered ombudsperson who can circumvent the normal systems of authority at the company to resolve user issues for certain people. That's a much, much, much bigger ask than just "speaking to a human".