Following record profits top management did the following:

1. In 2020 they restructured support service (includes their ads network and all else!)
2. Most people are moved to contract and lot of position is offered to subcontractors (to hire anyone who want to work for extra cheap)
3. Of course, top management cut payment with such approach by 2-5 times depending on position
4. Most of savings went to investors and management bonuses
5. Quality of support dropped to below horrible (before it was just horrible), as all people who knew something had left
6. Top management added new secret internal regulations, so now any of their clients can't get information on why their robot decided to do something
7. Lot of people think it is because they do not know themselves :-) But actually NN and other algorithms usually output fuzzy reason. Issue is that robots can't provide any proof or real things to explain decision (as they actually don't have them, it is just bad NN).

If you see any similarity - yes, it is same as Google, Google just is 2-3 steps ahead, as such thing as same (even if stupid!) human support exist only on Red Book paper pages, not in real Google.