Out of sight, out of mindbusinesses have tried to cut costs by replacing human phone calls with chat-based, automated customer-service bots.  Instead of using this new technology for good, Phil Jones, a researcher and the author of "Work Without the Worker: Labour in the Age of Platform Capitalism," argues that companies simply deploy semi-automated tech to make it seem as if executives or the brand itself deserve all the credit for the end product rather than the human employees who made it possible. Automation may empower some people, but in the process, it's making things a lot harder for the hidden workers keeping everything moving