[Nextgrid]

> I don't quite see how that's a bad thing

But how is the carrier going to "engage" you? How are all the people involved in sales and marketing there going to justify their job?

A carrier that operates fully automatically with minimal customer interaction could indeed be more profitable, but it's politically impossible for any established company to transition to such a model since it would obviate the need for many positions there - those same positions rely on the current status-quo (no matter how mediocre) and will fight any attempts at improving efficiency.

(this is not limited to carriers, any large legacy company has the same issues - lots of positions are just there to create work to sustain other, equally-useless positions, while the new output of the system being zero or even negative).