Yes. Automation is permitted on the platform.
I'll give you two positive examples. If you lose your luggage and you DM Air Canada, a bot will help triage where you are and what your flight number was. In Australia, they have a bot for self-harm, wherein you can text Lifeline Australia for help. Whether you're in a crisis or whether you are a parent who is looking for advice, that is also triaged through a bot. I desperately wish we could bring it to Canada. We're working on that.
Malicious automation is not permitted on the platform. It is something we work on daily to ensure it doesn't happen. However, there are cases where bots are doing a really good job and helping.