SURELY just adding an option to use the damn textual "pick 1 for Blah, 2 for bleh..." would take no effort at all?
Example: My preferred clothing vendor uses a certain of delivery company.
If I, personally, am sending a package then switching the delivery company is usually trivial. Switching clothing vendor because UPS has crappy international package management and you need to say the package id instead of typing it would hurt me more than it would hurt them.
And the other shipping companies aren’t much better anyway. And afaik there isn’t much incentive for trading off something in exchange for pissing parcels receivers less, because see above.
On the other hand, there are great shipping companies, end user experiance-wise. One I can think of is a polish automated pickup station company. Somehow the experience (including customer support in case of a stuck door, etc.) only gets better with time so far. But they were the first and afaik remain the only company in the automated pickup station space that counts in Poland.
Also, they repeat things several times during the interaction. i.e. the phone number I just called.
“Do you want to repeat that or go to the main menu?”
“Main menu.”
“You want to go to the main menu, is that right?”
It’s not my pronunciation, it does that every time.
Bot time is considered cheap, and therefore so is the user’s time. The time for the transaction has doubled over the last five years, as they add more repeats, information, and now, ads.