We contact support services to fix material problems. 'This booking is wrong.' 'I want a refund for that.' AI systems aren't empowered to solve these problems. At best they can provide information. If the answer is information - the user can likely already find it online themselves (often from a better AI model than they're going to find running your support line). If they're calling, they most often want something done.
So customer support needs to know how the systems works and need to understand what the data means, but also has to know when the system is factually incorrect. Customer support has to know when the second party is speaking the truth.
As we argue on the orange site, companies are paying Sierra AI to integrate voice and text agents into their systems to look up account information and process refunds. Fallbacks to human agents are built in to these systems.
We all hate phone trees because they never have the capability to handle exceptions to the most basic functions. We shout "speak to an agent!" into the phone because their website and phone trees only handle the happy path.