I also wonder if the reason complaints aren't escalated is because supervisors are short-staffed or if it's because the company is worried about losing revenu with escalated complaints.
Any scenario that doesn’t fit that process is inefficient for the business. What fits for the customer is likely the opposite (maybe not always though)
I think people (customers) in general want to be heard and their problem considered. But instead get treated like an annoyance for not fitting the mold, or ignored.
So, the further down the path of automation and away from people manning phones and helping out the customer, the more dire I think it’ll be. I can’t see any company deviating from that trend though.