I can think of at least one scenario where you need that call center worker. Let's say internet goes down in your area, but you're not sure where the problem is. Allowing a customer to call for a technician to come check the connection in your house might be a waste if the problem is regional. If too many people do that, the waste of resources compound. And you could argue that AI could diagnose where the problem is and choose what to do, but maybe it can't. You need that human to disambiguate the course of action.