Why can't i talk to a person ESA benefits

Just tried to ring the benefits and its all automated now you speak to a robot computer, asking lots of questions, lucky I am good on the phone.
But how about people with hearing problems or speech impediments, it would be very difficult for them to get through and get the help they needed.
MY ESA hasn’t turned up this morning so no money, like many unpaid carers I have no savings just living week to week.