Cheaper partially because of chatbots (Sorry eigen) and probably also because fewer people copy/archive the communications (thus reducing liability).
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no need for apologie's the robot pay gap is well charscterized
End of conversation
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Also, they can contract it out to southeast asia, and they are no longer really responsible for it - they can just yell at the outsourcing company if they don't hit the right KPIs.
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"it's bad on purpose to make you quit"
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Phone is way more expensive because it's impossible to multitask. But they get better customer service surveys off the phone (mainly because smiling while you talk counts for a lot on those).
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