Eh... I think there's a balance to be struck. You could leverage AI to handle the initial messages (90% of which are tire kickers or scammers) and funnel worthy exchanges to continue the conversation manually.
AI isn't an improvement for companies that already provide great customer support, but it has the ability to seriously raise the bar for companies that want to keep customer support costs low or that have a lot of trivial requests that they have to deal with cost-effectively
Or for really common cases (ie. turn it on and off, you're affected by an outage, etc), redirect them to an prerecorded message and then let them know that they are still in the queue and can wait for a person. 9/10 it'll solve everything, but also reduce friction of simple things that might be answered.