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All business has followed suit toward automation vs human. The pendulum has swung hard in that direction currently. Business will exploit the automated approach for as long as possible before they start to feel impact on their bottom lines. Then, just maybe the support of humans will come back a little bit.
Part of the reason for the automated menu systems is all the AI automated spam calls. We would get between 30 and 50 calls per day that we had to answer, it was time consuming and would make you not want to answer the phone with a smile. We had menu system installed, not one spammer has gotten through. What a relief.
So, blame spammers for small business automated answering systems.
Moving to a phone auto-attendant was one of the best things we ever did. We used to get a spam call every 15 minutes, but after installing that, we rarely get a spam call. And that was 10 years ago. I bet it's way worse now with AI call bots.
I try to keep the message quick and to the point as I know it's annoying to listen to, but it's a necessary evil.
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