Exactly. People think it will be used for better service. It won't. It will he used to save money. At the expense of the human. When was the last time you were satisfied with a web site help page ? They usually suck big time. They have zero way to help you on your specific situation.

I would feel infuriated to have to talk to a robot making me waste my time. At least during a waiting song I can put the speakers on and do something else.

fine by me if it uses tail recursion.

would be funny if it didn't and somehow blew the phone system's stack.