That’s a loaded question.

It's less loaded than you'd hope to rely on, actually. It's entirely fair to suggest there's a qualitative difference in the experiences.

That's an explicitly fair criticism, and you even touch on that later in your reply.

The only reason NOT to use them is customer experience

That's the qualitative difference the person you're speaking to was addressing, and that's a meaningful criticism.

I think that as we get more and more accustomed to dealing with machines

I'm a technophile who has literally grown up surrounded by digital technology, and I'm an early adopter of new toys.

This is not a cultural change that interests me. It costs people jobs, rewards me in largely negative ways (encouraging me to be anti-social), and it's only real end-game is allowing an already-profitable corporation to earn more wealth, at the expense of the people it won't have to employ.

If they want that, they can find ways to market it ethically. And if they never get past "fire a human and replace it with a robot", then your brand has to accept the state of the market.