This is very true. But in a way it’s worse than you state. Many processes are not practically changeable without using the computer systems that are in place. For instance, if you go to the Social Security Administration to complain that your name is misspelled on your check and therefore the bank won’t accept the deposit, there is no way for the person at the Social Security office to just write you a check to replace the one that you present in error. There may not even be anyone, save a programmer, to call to fix the problem.
Automation can be great, but people should always be empowered to work around the program, even if that means keeping checks at the Social Security office just in case. Some companies are quite good at this. Others are terrible. Giving employees control of situations has the added benefit of making THEM feel better about their jobs.