Is it that step backwards, or a good strategy to attract new clients?

I don't know... Whatever the strategy is, I think the existence of a man on the other side pleases those a little older, who have been overtaken by new technologies.
And certainly, when you have a living person on the other side, I think that in most cases it is easier to get the right information, because there is at least a little empathy for you, as another living being who needs help or support.
When we are directed to AI bots and machines, everything is clear there, there are no emotions. The machine is not interested if you are older, if you do not understand something or if you need a more detailed explanation.
The only advantage, in my opinion, is that when you are 100% sure of what you are looking for, you get it faster.