It's only going to get worse - more and more systems are replaced with "AI" which in return produces the worst case of "computer says no" - with the older systems, customer service could at least override the system, with the newer ones it becomes increasingly difficult to do so. Even simpler technologies like voice recognition are incredibly shit if you have an accent or a surname that's not recognised by English "s…
Once you got past that initial step it was much much more reliable than today's voice recognition systems on Android phones, especially for "foreign" names.