> the economic effects, not the technology

Into which of those categories do we place "company guts its support-system into uselessness by firing all the people and putting in 'AI' which mainly runs customers in circles"?

Is it an economic effect because the company was enticed into it by the promise of cost-cutting, or is it a technology issue because the "AI" system can't handle exceptional situations? Perhaps it's a third thing, where "AI" is an excuse for one side to violate a social/legal norm.