Yes, the problem is that once digitalization becomes even half-workable, then it becomes an excuse to remove these "deal directly with a human being" options as

Yes, the problem is that once digitalization becomes even half-workable, then it becomes an excuse to remove these "deal directly with a human being" options as a cost-cutting measure. There ought to be laws about digital options being removed first in these situations, at least where government or businesses that operate infrastructure (like delivery companies) are concerned. (Strong laws, some laws for this already exist, but they tend to be weak and/or do not last long, since they go against the tendency of the state to grab ever more power.)