I mean look, if the customer service department is just trying to frustrate you into not contacting them then AI is just a new tool in the belt for that. Sad, but improvement for them is explicitly worse for you.

But if you're actually trying to provide good customer service because people are paying you for it any paying per case then you wouldn't dare put a phone menu or AI chat bot in-between them and the human. The person handles all the interaction with the client and then uses AI where it's useful to speed up the actual work.