> if you need anything unusual or you make a mistake, the escape hatch is always to get a real human, so you've now wasted time. I’d argue that the majority of

> if you need anything unusual or you make a mistake, the escape hatch is always to get a real human, so you've now wasted time. I’d argue that the majority of users can’t be bothered to RTFM (and the “M” here is usually one sentence above the call to action) and just want someone to do it for them / hold their hand. These customers are a big drain for customer support and ironically make automated support appealing. Meanwhile the legit edge case becomes a casualty of this automation.