in practise: have you ever used any automated customer support for anything? it speaks for itself - it's literally worse than nothing.
If the majority of support people are "minimally trained, low wage employees who barely know how to use a computer just reading a script." then how exactly is the AI going to be better by using the recorded interactions of "low wage employees who barely know how to use a computer just reading a script"
in practise: have you ever used any automated customer support for anything?
Do you prefer to talk to a human for things like this?
But I have tried to use it plenty of times.
People usually don't call the normal usable UI that solves problems "automated customer support", but if you refer to a navigable web site with real options to solving things, then well, you are offtopic but that one works.
It doesn't have to be this way.
Automated customer service works exceptionally well if it's done with care and doesn't involve AIs. But we simply do not have any AI design that helps with it. All designs we have only hinder it.
1) I know there's a chance I'll need customer service with that thing 2) The company I'm buying from has actually good customer service.