The issue with the overnight was that I missed the delivery because I didn't even know it was coming (I actually didn't explicitly order it...). The last time this happened (years ago) I was able to call the phone number, hit 0, describe the situation to a person, and they'd swing back around. This time I was speaking to a droid who told me my only options were to redeliver Monday or pick it up at the depot during a one hour window on Monday. I argued enough that he left a message for the depot to call me to arrange a time outside of that one hour window. When the depot called me back they communicated as a human, and agreed to simply swing back around - the level of service that I'd expect for an overnight.
(I originally left the exact situation out, to avoid the inevitable "reDeLiVerINg iSN't iN tHEiR CoNTRacT!@!!" simplistic-myopic bullshit.)
What you've described is how I've always remembered it to be. When did UPS make it easy to interact with a human being?
They did have the phone menus, just with numbers and probably "0" still worked. I really hate these "natural voice" things - it's clearly still a limited set of options, so don't pretend to ask me for a free form response only to then shoehorn me into a narrow set! That only guarantees that by the time callers reach a "human", they're already frustrated.