"Separating out the support process (to automation, to contractors, etc.) makes it easy to forget you’re not writing code to serve robots, you’re writing code to serve people."

This is difficult to do when much of what silicon valley produces is to serve, or promote, robotic habits and interactions.

There are sub-industries of tech that could not exist if they were forced to interact with, and respect, their customers on a human to human basis - the product and the intended end use of that product preclude that.