I wonder if anyone is recognizing that the fail here is in removing a human element in the support and instead relying on a far inferior technology to handle cases it can't handle.

In other words, the problem is that suddenly a machine is not only making laws but also executing them. But we as a society did not agree to hand our laws to the machine. Luckily, the area where these laws apply, is very narrow atm - it is only the fb space. But the tendency seems alarming.