I got a solid laugh out of this.

You mean the answer betrays the point: customer service is surprisingly hard, we just have a large number of people that are capable of doing it.

This is what the whole https://people.csail.mit.edu/brooks/papers/elephants.pdf is about.

It was a sensible, valid and pertinent reply to the parent comment though...

As with most comments, context is quite important.

Press "4" if you have a rotary phone.

Yes exactly