This is also a big problem at companies.

Previous company had full payments/accounts team, a few QAs, a couple accountants and SRE working on the automation of a specific payment edge case that was normally handled through support, and was taking 5-10 mins to handle per case. Whole thing took four-five months.

In the first year, less than 100 people used it, out of a few million. It was B2C, so after taxes, that amount was maybe enough to cover a couple days of lunch for the people who worked on it.

This is why you need to diligently track escalations/exceptions, and add more software support as the business case to automate or streamline supports it.