There is a lot more than that - just reading case filed to understand what the request is about is tough. There are many ways humans can be augmented by modest AI. SFDC has so many products within their various clouds where even modest, but accurate classification could be a gold mine.

Personally, I think we are fairly far away from fully conversant customer support that is fully automated, yet sounds human enough. Most people today do not yet like talking to machines.

Our company has just signed up to Salesforce. I think our management would love the idea. Whether it works or not is a totally different question.