The article is referring to contact center (support) automation with this kind of thing, which is a pretty far cry from Selenium scripts.
Not surprisingly, only the last of these stand the test of time, and most organizations that jump on the bandwagon will realize that they need to hire more software engineers and automate their business processes at the root.
For some, this is a long and painful realization. I spent six months trying to convince the appointed leader of a "robotization" initiative that what they were doing is actually software engineering, and that involving developers at an early point would be a better use of their money. They eventually made the mistake themselves, and got their own developers 18 months later.
Maybe 20 years from now, we will have technologists on the board and in executive positions at these companies, and these decisions can be made in an adult manner.