I just had to do this with FedEx. At my old job, I used to call FedEx 2-3 times a week to get assistance over production stopping shortages for a medical device company. I used to have to say agent about 3 times and it would go through. I no longer work that job, and a few years have passed. I had a very urgent FedEx item that I needed to talk to a person about. I said agent, representative, human probably 10-15 times. It eventually told me it couldn't understand and hung up. I was fucking heated because I know it used to work and they took that feature away!