I think that adding features to SSDs could well result in layoffs. That doesn't mean I like to see people lose their jobs. Ideally, you'd want to institute these sorts of changes during a time of expansion, so that you can minimize the number of jobs lost.
Unfortunately, at the end of the day, if a person and a machine are each capable of the same job, and the machine costs less than the person, you keep the machine and ditch the person. It's cold, and it's unpleasant, but if you don't look at it that way, your competitors will, and they will ultimately put you out of business. And if they put you out of business, you still have to lay off the CSA. And everyone else. It's a much worse outcome.
I don't think you can ever get rid of every CSA and replace them all with machines. There are still far too many exceptions that need handling. But I do think CSAs will ultimately only be handling exceptions rather than the regular daily operations.
