The only reason for a customer to contact support is because they need a decision which can only be made by a human working for that company.

Therefore AI in customer support is always completely useless and a negative for customers and for the company.

If an action doesn't need a decision from somebody working at that company, then let your customers do it as easily as possible through an intuitive interface. Make sure that you don't lock actions behind a support wall unless needed.

A company putting AI into their support system is a company which is run by incompetence.