It's a major problem that has become even more prevalent recently with the use of artificial intelligence. People talk to machines, not humans. They fill in forms, but any error results in everything being returned to them.
Nowadays, even a person from an organization such as ours, which works directly with IRCC, can call an officer and wait for four hours without anyone answering. This is frustrating enough for partner organizations such as ours. Imagine the frustration of a client who calls directly and who doesn't get any answer.
I think that we're moving towards an automated artificial intelligence system. However, the human side is essential.
Economic class immigrants aside, there are vulnerable people who may face language barriers and who must talk to chatbots or an artificial intelligence interface. It's really unfortunate. We need a balanced approach.