I'm sure there are plenty of problems at Amazon caused by badly used models, but this problem is probably a lot more to do with hiring X number of drone workers

I'm sure there are plenty of problems at Amazon caused by badly used models, but this problem is probably a lot more to do with hiring X number of drone workers to do Y amount of support work and providing incentives all around to cut corners and solve the most basic 95% of problems as fast and cheap as possible while more-or-less just writing off the failures of the remaining 5% as "the cost of doing business at scale".