A customer service agent that can be automated should be, but it's not working right now. Most support systems are designed to offload as much work as possible to the automated funnel, which almost always has gaps, loops, etc. The result is customers who want to pay for something or use something that get "stuck" being unable to throw money at a company. Right now the cost of fraud is much greater than the cost of these uncaptured sales or lost customers.

Eventually that will change and the role of a customer service agent will be redefined.