Seriously, I’d rather either sit on hold and press buttons instead of trying to explain to an AI several times that I want it to connect me to a real person. I also have a “non standard” accent as well, so the thing probably cannot even understand me.
Recently ran into this with an old phone Bill that was hanging around on my credit report. I didn’t know the number anymore and that automated system only would bounce me back and forth between “new customer” and “what’s your number” modes. No option for “I don’t know my number. Had to contact the new customer agent before I could get to customer service to clear it up.
God forbid you deviate even slightly from how they expect every call to go.