I have a few different credit cards from the same bank in the past and it is typically about how much of a potential money maker they can get from you that dictates what kind of service you get.
If they don't think they can milk you much you get automated response, then maybe offshore rep, then US rep somewhere, then a local branch rep, then maybe some VIP one to one client specialist, and maybe they hire the kind of people you like to hang out with, then maybe even hire your son to be a sales rep to daddy's business.
I typically just keep hitting 0 to get an operator, or file a fraud case to get a human's attention, etc.