I have talked to customers using the product my company was selling and this was as an engineer who worked on that specific tool. The hardest part in this process was trying to understand what exact issue the customer faced, since as an engineer and someone who built the tool, I am completely aware of how it works. The customer is not and they might not be in the proper mood to even consider learning through it step by step. My respect for what the customer support people did immediately went up a lot, after sitting through a few calls.

Customer support execs in most companies at least either have documentation or enough experience to understand where the customer is heading with the discussion and resolve problems quicker. Most customers especially larger ones would have account executives who are aware of the customer's needs and personalities and how to deal with them/help them.

I do not think an AI chatbot can replace that, at least as of now. And for those, quoting `it will get better in x years`, do note that those entities who have resources to fund such researches and improve things are slowly evolving from research first to profit first, which means we might not get the AI future we want, but what they want.