Sure, people want a personal human answer. But not as much as they want the correct answer.

Also, I think that we want to communicate with a company (Human or AI), and not a person, quite often. As you’re supporting a business transaction, not making friends. There’s a certain anonymity that comes with the business transaction. I wouldn’t ask for a refund from a friend.

This is a good point and was a good learning for me. Sometimes people just want to vent or whatever to a corporate email, then they actually aren't delighted at all when a person answers addressing their concern.