The people who say "computer says no" are also unaware that's a problem. It's invisible to them. To them the process is the point.

I think that two arent as different as you believe.

Well, possibly. To paraphrase the great American philosopher Donald Rumsfeld - there are known knowns, known unknowns, unknown knowns and unknown unknowns. And making the actual process a black box for the people managing it will create a lot more Unknown Unknowns.