This might surprise you, but companies don’t really care that their employees have to deal with shitty customers. It’s not necessarily that they don’t care about their employees, they might even have strategies and support staff to help with the stress, but they don’t care in a way that outsourcing it because of shitty customers ever plays in to the equation.

At enterprise size you automate your support to save money. Even outsourced a call Center is expensive, and Amazon’s shitty algorithmic support isn’t.

I know, because we do this in every enterprise sector, including the public sector. The “advantage” amazon have is that it doesn’t really cost them anything because they have a monopoly. In areas where they see actual competition, like in selling cloud to enterprise customers, they have excellent support. They didn’t always have this mind you, they used the same automated systems for years, until they realised just how many billions they were losing to Microsoft because Microsoft sells enterprise customers of a certain size a direct 24/7 phone line to Seattle if an issue is of high enough priority. Now, Amazon offers something similar.