I genuinely do not understand why anyone thinks that LLMs for customer service is a good idea. I want to avoid having to talk to someone from a business at all

I genuinely do not understand why anyone thinks that LLMs for customer service is a good idea. I want to avoid having to talk to someone from a business at all costs. The only time I (begrudgingly) reach out to customer support is when I need to accomplish something that I can't do natively through the service. If a LLM can do the task, then just make it part of the service. Why add a LLM middleman? I do get that I might be a bit weird and there are folks out there that like to talk to someone. But these people are probably even less likely to care for LLMs than I am, since they value talking to a real person.