But this is like companies forcing self-checkout at retail. Companies get to cheap out on their customer support by paying a monthly fee instead of paying a person to do it. It doesn't matter if it's worse for you, as every business is getting sold on using this technology.
You misery and wasted time is their improved stock price and bonus package.
This works if you have a dominant market position, like Meta or Amazon, but a business like a local car dealership might be very ill served with this model since their customers can just go elsewhere.
You misery and wasted time is their improved stock price and bonus package.