For really useless call centers this makes sense.

I have no doubt that a ML chatbot is perfectly capable of being as useless as an untrained human first level supporter with a language barrier.

And the dude in the article basically admits that's what his call center was like:

Suumit Shah never liked his company’s customer service team. His agents gave generic responses to clients’ issues. Faced with difficult problems, they often sounded stumped, he said.

So evidently good support outcomes were never the goal.