Ironically, empathy is the reason why they are doing this. Empathy for the support worker. They literally call it Human Ops. The idea is that support work is ho

Ironically, empathy is the reason why they are doing this. Empathy for the support worker. They literally call it Human Ops. The idea is that support work is horrible for their intelligent engineers and so they invest in AI to replace human the bad jobs that impact humans. Of course human ops is originally about reducing actual traumatic jobs like reviewing actual evil images, but its basically now all brain work which techies hate.