True, but even Google need some real thinking people in customer support. Algorithms are not enough for all your customer interactions, at least not for now anyway.
People had their accounts closed with messages like: "Your account is now closed permanently. We won't tell you why. Don't try contacting us, we will not respond. Fuck You."
They have some real people working with customers, but they're meant for big, rich customers-they-want-to-keep. You get the algorithm treatment, and you're not supposed to even reach the real people there.