they are continuing to dump real humans who can communicate and respond to issues outside of the rigid framework when it comes to support
They have been trying to get humans to operate within their rigid framework, with varying success, for a very long time. One thing they love about “AI” is that they can program it to do exactly what they want and not worry about human emotion risking their bottom line.
I got example 1 verbatim about a month ago complete with Google street view picture of my house. Jokes on them, all of my porn viewing is on an ancient tablet that does not have a front facing camera.