They simply don't know humans. Their repeated failures at building social networks is good enough evidence. They always try to have the human out of the loop, which, to be fair, worked for them in the early days, as their search engine was better than those that relied on human-made directories. But now it is becoming ridiculous. It is a company of bots, for bots. And when they need humans for some reason, they take away most of the value they can add with rigid frameworks, basically treating them like bots. They pay hundreds of thousands not for people who are competent and trustworthy to provide the best service, but instead, to people who write bots to provide mediocre service.

I believe that at some point, a startup who understand humans will eat them up, bit by bit, by feeding on dissatisfied customers who don't want to deal with stupid bots.

That explains a lot.