[edmundsauto]

Human solutions have problems too. Inconsistency, monitoring, access control. Every employee is a potential leak or Twitter takeover. Building systems to manage these things are difficult, painful, and could make Google do work they aren't very good at.

Also, we have no idea how their support teams metrics are doing. Maybe the automation is actually superior to human customer service.

From the outside of the castle, what we see is more a result of our projections rather than what's going on inside.