I'm all for automation, but a huge fraction of automation is applied in a way that actually harms us. Example: harassing you repeatedly to fill out a survey literally every time you interact with the company or their product. Or complicated IVR trees, phone queues, and text chat where you're constantly waiting ages for a response and keep getting bounced from operator to operator and you can't look away or they'll close your case and lose context. What to call this, "dark automation", "harmful automation"?