Shitty automation usually, but not always, comes about when new user-facing technology is adopted by a company or institution for the ostensible reason of minimizing labor and cutting costs. Nobody likes wading through an interminable phone menu to try to address a suspect charge on a phone bill-literally, everyone would rather speak with a customer service rep. But that's the system we're stuck with because a corporation decided that the inconvenience to the user is well worth the