There used to be a contract that a business had something to lose by providing bad service, that customers would leave and seek better service elsewhere.
I believe the most important and least discussed phenomenon of modern consumer culture is that consumers have passed a threshold of passive and docile behavior such that businesses no longer fear losing customers. Partly because the customers have shown willingness to eat shit, partly because there's a new understanding that all businesses will adopt the same customer-hostile behaviors (AI customer service in this case) so consumers don't have significant choice anyway.
I believe the most important and least discussed phenomenon of modern consumer culture is that consumers have passed a threshold of passive and docile behavior such that businesses no longer fear losing customers. Partly because the customers have shown willingness to eat shit, partly because there's a new understanding that all businesses will adopt the same customer-hostile behaviors (AI customer service in this case) so consumers don't have significant choice anyway.