There is an upside for not having to work through indirection. There's absolutely no upside to talking to a robot. Or a "hold" line. And it's worth keeping in

There is an upside for not having to work through indirection. There's absolutely no upside to talking to a robot. Or a "hold" line. And it's worth keeping in mind that for services, the money flows in the opposite direction - work is buying your time on the keyboard/screen, but you are buying a non-robot experience. And rich people buying convenience won't ever die out.