Sure, common sense suggests that they do need some real people in customer support, but haven't you read the horror stories of their algorithms banning people?

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.