Engineered Inefficacy

IMHO the need to call customer service is often, in reality, a failing of UX — a bug, or an explicit decision to employ a dark pattern. ‘Why is my account not letting me do x or y’: bug. ‘Why can’t I cancel or step down on the website?’: dark pattern. ‘Why can’t I schedule this appointment right now’: UX failing. Why do they persist? I just want to do a thing, but you force me to call, when it’s a…