> But because of the quick response, the customer will write back to say they'd rather talk to a human

Is this implying it's because they want to wag their chins?

My experience recently with moving house was that most services I had to call had some problem that the robots didn't address. Fibre was listed as available on the website but then it crashed when I tried "I'm moving home" - turns out it's available in the general area but not available for the specific row of houses (had to talk to a human to figure it out). Water company, I had an account at house N-2, but at N-1 it was included, so the system could not move me from my N-1 address (no water bills) to house N (water bill). Pretty sure there was something about power and council tax too. With the last one I just stopped bothering, figuring that it's the one thing that they would always find me when they're ready (they got in touch eventually).