I used to work retail sales, warranty, and customer service by phone, fax, email, and walk-in. Did it for c. 25 years. People from all walks of life, every range of attitude and aptitude.
Around 2013 the company I worked for installed an auto attendant with phone menu for all incoming calls.
It was then that calls routed to my desk started to become, shall I say, less good-mannered, or more ill-tempered.
By the time I quit, well, I QUIT!
Gee ... ya think?
After wasting time fighting with a (*&^ ^%$# (*I) *&^% ^%$# (*) &^%$ %$@ ROBOT, customers were mildly perturbed!
Shocking, I tell you! I'm shocked!