Humans using template responses seems to be one of the biggest complaints the FairEmail dev had - repeated copy-pasting of the same response, despite asking for

Humans using template responses seems to be one of the biggest complaints the FairEmail dev had - repeated copy-pasting of the same response, despite asking for clarification and even citing European legislation (which Google needs to comply with), asking for them to actually explain in plain language what the problem was. The description of the problem they gave was inaccurate in any case, which didn't help the developer in working out the problem. You therefore make a good point - while people often talk about the need for humans, these humans ALSO need to be free-thinking, not bound by a script, and have meaningful escalation paths to use for cases that the process isn't working for.