My question with AA now using automated replies as initial response to complaints is, are legitimate complaints ever flagged for manual review prior to the automated message going out? If the answer is no, I have to wonder whether there is going to be an issue with the DOT in terms of the airline not addressing legitimate complaints.

(And while many complaints should be considered "legitimate", I would think the ones the DOT would be most concerned with are things like, refunds not being made in a timely fashion after a flight cancellation, improper comp being provided after an involuntary denied boarding, etc.)