I am not a fan of AI agents when used poorly either, but this quote is a bit of a logical trap. No customer or user wakes up and says "I hope I get to talk to a human customer service agent today" either. Having to contact customer service at all is already a friction point. If AI or a human or a monkey pulling levers can fix my problem quickly, I don't really care. It's when my qualm is unable to be solved quickly that I will start finding flaws in the process - and because humans lack empathy for machines, it's easy to blame the machine rather than the process.
AI being used to advertise a brand is a different story - absolutely it comes across as insincere and lazy.