Within the customer service industry, they'd claim a great "deflection rate". That's a metric that all of these large companies hold around any kind of help/support channel that may involve humans because people are a cost. It's often covered by some kind of satisfaction metric based off post-issue surveys, but fundamentally, if you just go away that's success.

There are often complaints here about what amounts to bean counting affecting other aspects of business. Customer service at larger scale is costly so attracts a section of very analytical leaders. They don't get, or ever prioritize, the human elements. It's only when satisfaction numbers are bad, or another exec outside of customer service takes action, that things improve.

The scale part kills the customer. You can have great support at one size. Once you grow then leadership, structure, and the culture change. These analytical leaders don't want to carry over the culture and structure because it comes at a cost. It really needs force and support from outside of customer support leadership to maintain it.