This is a good side of this topic you are hitting on @raaburt but having a good customer experience with humans is a double sided coin. Sometimes the customer experience is amazing and leaves nothing to be desired but with human error and having bad days sometime customer experience can be dreadful.

So for argument sake we have a 10/10 experience for Joe but Sam gets a 3/10 customer experience...

Wouldn't a machine delivering a 8/10 experience for every customer be better overall?

Furthermore studies show that people prefer to have dealings with machines as in certain circumstances the customer or person is not judged by a machine, for instance when buying condoms or xxxxxxl size pants or whatever might make a customer uncomfortable.

This is now also being applied in counselling as people are more likely to 'open up' to a machine because od no judgement...