90% of the time when I call a call center I need a human to fix an organisational bug - e.g. faulty billing or some other kind of mixup. AI cannot help with this.

If it's to do something normal you could do through the website there was no need for AI - a website or app suffices - provided it isnt terrible.

Capital definitely thinks it can save costs here but capital is getting increasingly delusional these days.

The HN crowd is not the usual demographic for call centers. Im willing to generalize a vast majority of callers can find the info they are looking for if they tried a little

Neither can an average call center human.

A good 90% of call center humans are flesh interpreters for support scripts. They are being paid to act like they don't have free will.