"the case against"
You know, doesn't matter what you say. If businesses want something, they'll do it to you whether it's the best interface or not.
Amazon forces "the rabble" into their chatbot customer service system, and hides access to people.
People get touchscreens in their car and fumble to turn on their fog lights or defrost in bad weather. They get voice assistant phone trees and angrily yell "operator and agent".
I really wish there were true competition that would let people choose what works for them.