Can anybody break my black glasses and offer an anecdote of a high-employee count firm actually involving humans for reading feedback? I suspect its just there for "later", but never actually looked at by anyone...

You know when your game crashes on PS5 and you get a little popup that offers you the opportunity to write feedback/description of the crash?

Yeah, I used to sit and read all of these(at one of the largest video game publishers - does that count?). 95% of them were "your game sucks" but we fixed many bugs thanks to detailed descriptions that people have provided through that box.