[dragonsky67]

When the obvious desire of 90% of customer support is to make the customer go away being able to use a box rather than a person to get rid of them seems a perfect solution.

Support is a cost centre, the people calling support are not the ones who will be making purchasing decisions so why provide anything close to decent support. Vendor lock in, subscription services and other ways to reduce the chance that the customer will go elsewhere all contribute to the downward spiral in support.

Truth is, if they can manage to provide proper feedback to the AI for when the support that is provided is actually useful or successful this may actually learn to be better than employing someone to read off a support flowchart that hasn't been updated in 20 years.