What is Discord Actively doing to improve the appeals process/overall customer care

As I also wait for discord to review and approve my age update for a false report, I am wondering if they are open to sharing how they are working towards bettering their customer service.

I understand, they get 10s if not 100s of thousands of customer request everyday. Maybe some can be handled with auto responses sure, but others do require actual human intervention and adequate detective work. 

If any discord workers are reading and open to sharing, please do. 

Others, IDC to hear complaining, I'm in (mostly) the same boat.