A theory:
For years, people have preferred reaching a “real person” to reaching an automated agent.
That’s all changing. Automated agents are now (and will be in the future) more polite, flattering, and helpful than most human agents.
In the future, people will prefer AIs for friendship, advice, companionship, and service. Why? Because people are a pain in the ass, and AIs are programmed to be flattering and to tell you what you want to hear while influencing you.
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Sic transit gloria mundi (so shut up and get back to work)