I think the argument here is a bit of a strawman, though there is a good point in there as well. AI will not automate all customer support, but it has the potential to automate a large fraction of it.

The anecdote in there is about complex B2B enterprise software. That's not the majority of customer support, and is very heavy on escalating to actual experts.

You don't have to remove 100% of the jobs to have huge effects. Automating large parts of a few sectors would already create significant disruptions.