> Customer service at larger scale is costly I think people, even on HN, grossly underestimate how much customer service costs at any major company that works

> Customer service at larger scale is costly I think people, even on HN, grossly underestimate how much customer service costs at any major company that works with the public. Most calls to customer service are easily self-serviceable. My brother used to work for X-Box Live support, and he said over half his calls were for password resets, something people could easily do on their X-Box. But then there's bad actors. Another significant chunk of his calls were from people complaining about being banned, and he'd see the reports of their spamming racial slurs. Not to mention how many people try to abuse customer support in attempts to take over someone else's account. Yeah...customer service is expensive. Even if you automate as much as you can, but offer an appeal process, that appeal process with be absolutely abused by bad actors, so that will end up automated as well.