"Her job is really just catching the 10-20% of people who don't know how to use tech..." or people that need something that current tech simply doesn't provide.

The last time I traveled to another big city I actually sought assistance from the metro kiosk worker - information that wasn't limited to metro data. Could I have gotten the info I needed in other ways - yes, but it would have taken me longer than the time I had available. The kiosk worker was familiar with the area and the metro and was able to address my needs in a way that technology simply can't (at this point).