This is fairly standard approach. This is not particularly new from an IT service co perspective. Shopify is not a pure tech company doing only product development. They have customer service, finance, data, infrastructure etc teams today where I'm sure there is automation potential. I wouldn't read this as something that's going to kill IT.
The big question here is, at what cost? Often it's cheaper to hire some guy in a third world country than building a bot that can handle a minimum viable scope. At what volume does it break even. Automation is complicated.
