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Having gone to Blizzcon 2005, and having met more Blizzard people who replied with "in game support" as their job title, and when asked who they were said "sorry I can not say" than I could count, I don't believe they are automated.
What I do think is they use some form of "quick response" system (maybe some form of cut and paste). If you think about it, how many time would you want to type "Hello xxxx, this is GM Soandso..". There are a few thing in every conversation I have had with a GM that seemed pretty standard. They say hello, clarify my problem, ask about anything else, and thank me when they leave. I do not for one blame them if they use cut and paste for "thank you for playing WOW".. it does not mean they don't mean it.. just that they don't want to type it 5000 time a day.
Looking at that that image if my theory is correct, it looks like the GM just got ahead of himself and replied too quickly, we can't see the rest of the conversation to see what else was said.
/my 2 cp
/bow
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