My experience has been that a hell of a lot of “automation” doesn’t automate much, but is used as an excuse to make people do work that didn’t used to be their job.
replyIt gives upper management a dashboard into what's going on that they can see and manage. They get to watch more lines go up, which to them is well worth the added costs.
replyThat reminds me of voicemail systems that are clearly engineered to confuse, demoralize and eventually hang up on folks. I had a major Canadian bank send me to something that simply didn't go anywhere, but took you around the merry go round for 40 mins before revealing it to be a black hole.
replySometimes it's hard to see the incentives, but once you do - it all makes sense. And often they're contrary to what you would assume would be the company's goal.