My hypothesis is that these apps are set up to handle 80% of all questions with ease. People on this board tend not to have questions that fall into the 80% category, as why would you need help with that? The challenge isn’t that UA only solves 80% automagically, but that the app tries to jam the percentage closer to a 100. In other words, it tries to force you to pick one of their pre-defined options, which doesn’t fit.

UA/Chase credit cards are worse, btw, as when you get to a human, they are less knowledgeable than the app…