Counterpoint: I’ve had recent support calls with two large corporations, both with humans. In both cases the humans lied about what could be done to address my issue.

In one case I was literally repeating back to the human what I’d just been told, and getting them to confirm that what I said was correct. First bill arrives and I find out the truth.

Second case I was told I’d have to cancel and create a new account to add a service. I decided to keep my existing account and learned that there is a web page where I can easily self-serve and add the additional service in one or two clicks. (I assume like the human actually made more money for “new account signups”.

My point is that the feeling of being a valued customer is really independent of whether you’re interacting with a human.