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I'm fairly certain that Google wasn't the first firm to think about, or employ, automation. They may have taken it to an extreme, but even so, its also ridiculous to call what is a facebook problem Google's fault. Google may have set an example, but the FB execs decided they'd not have any customer support.

Anyway, you're mixing up first agents. Google didn't put a gun to FB's head, as the old adage goes.

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