They do offer the ability to schedule an oil change via the website and yet some people still prefer to call. User preference and multi-channel servicing options are nice to support
For example, even with the (digital-only) SAAS company I work at, we have a non-trivial amount of customers who with strong preferences to talk on the phone, ex to provide their credit card number, rather than enter it in the product. This is likely more pronounced if your product serves less tech-savvy niches.
That said, a strong preference for human call > website use doesn't necessarily imply even a weak preference for AI call > website use (likely customer-dependent, but I'd be surprised if the number with that preference was exactly 0)
actually, as someone who works in this area - no, it's not. it designed to help people to do things and metrics of success are closely monitored