> replacing deterministic systems in their support flows
The issue is, they don't want to provide "better" support but "cheaper" support. Imagine a trained agent that understands the big picture. Now imagine a company investing in humans to use AI to retrieve knowledge that the human can easily identify as being relevant or not, and using that knowledge to better aid the customer.
Right now AI is being sold as a "we don't need support personells" instead of "how can we provide better service." For a lot of products, better service will probably not matter as "cheaper" products will win most of the time.
Most people don't want to pay for better. They want to pay the same for something better, which is what companies are not investing their time in figuring out how to use AI properly for I think.