Seems that these clowns do not understand that people use the telephone because their digital support channels have failed to provide the information that the customer needs.
HMRC is particularly guilty of this, the website is generally an unmitigated failure and even the simplest question can't be handled by it.
But since their outsourced mess continues to hit the false metrics that were dreamt up by someone without a clue we'll continue to have to suffer this way in the name of progress.
AI bots have just added to the torture.