No, I do agree that capitalists are job creators, for better or worse (and I do wish our society wasn't constructed the way it is, but that's a different thing all together), but that isn't the point I was intending on addressing. My implication on this particular instance is that, as a business owner, the guy found a solution to improve customer response time (2 min vs 2 hours), and that it was apparently successful enough that he felt that those jobs weren't necessary. Don't get me wrong, it's a major bummer to those 23 people who now have to find new jobs, nor would I ever celebrate someone losing their income. But if they're were that easily replaced by a computer, it's hard to say those jobs were in fact necessary. Almost a bullshit jobs conundrum (David Graeber). Hopefully they find something more fulfilling. I know this sounds very anti-human, and that is not my intent. I'm saying all this from an objective business standpoint.