But think about it: If they're going to get in the business of selling things that may have to change. Also on a meta level they sell ads to big customers which does require a human touch, so if they want to do more of that they'll need more humans. Granted I don't see Facebook opening retail stores like Apple, but at some point my guess is that you need humans. Even Amazon had to buy Zappos...
What are the on about? Amazon had famous customer service and built endless.com before buying Zappos. Zappos main feature is that they price in return shipping as part of the first retail markup.
I wonder if it would be worthwhile for them to sell support as a service—say, $25 or $29 per support call. I suspect a lot of people who are locked out of their accounts for whatever reason, even temporarily, would pay for this.
Facebook will automatcally send you a password reset link if you mistype your password or sneeze while trying to login. Anyone who gets locked out of their Facebook account is certainly not competent to operate a telephone.