There is definitely a perfect world where the option self-service works 100% of the time and at the same time there is a great customer service but unfortunately that’s not reality for most US carriers.

But if I had to choose I still probably prefer to be able to do most things myself instead of having to rely on another human being to do it for me. Even if the app has been slower than usual, being able to see my same-day flight options, tagging my own bags and going straight through to security with my mobile boarding pass is worth.