I would assume the average salary of a customer support worker is dramatically lower than that. The point is still valid regardless.

Salary is always lower than the employer's total cost to employ, so that tracks.

You think front-line support staff account for $100k in compensation?

Total overhead. Compensation + benefits + payroll taxes + all the per-employee real estate and equipment to support them on the job

Exactly. They are paid under $20/hr pre-tax ($40K) benefits (LOL for that job) won't exceed, what $5K of I'm betting mega generous.

Phone jockeys don't need real estate but in the event they do go to an office an individual employee would account for what, $50 a month of that expense? And equipment is trivial maybe a couple of hundred at most (laptop and headset).

We're not talking anything near $100K

Also, the chatbot proposed a very reasonable solution. Book the fight, send us a death certificate when you have it and you’ll get the discount. That’s actually what the policy should be and it’s a quite reasonable error for a human to make too.