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Customer service is a funny example because most of the issues are self inflicted. Take something like cancelling an order. Some websites do not allow you to do this via the website or touch tone. Sure you can use AI to figure out the request and cancel but it was unnecessary.

I’d be more curious to see the benefit vs good non AI UX

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I previously worked on ecommerce and SaaS UX and have first-hand experience with longer customer support rotations in those fields. While I'm sure there's a lot of low-hanging UX fruit, this seems to be an overestimation of how sophosticated most of the customer base is and how much they are able to just read things and figure stuff out without hand-holding. Add to this how past a certain scale even freak issues affecting <0.01% of users/sessions suddenly become quite frequent in absolute terms, and I don't think customer support, automated or not, is going anywhere.

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