I don't think the title is helpful, but I agree with the gist of the article. We have a long way to go to achieve human-computer interfaces for naive users that are better than human-human-computer systems, where the human in the middle is a trained expert user working with a poweruser interface. This is basically what sales and customer support are for digital services and SaaS. I think we'll eventually get there, but it's a long road, with loads of open problems. This is why I'm optimistic about the career prospects of product engineers for the foreseeable future.