That's a _long-term_ problem, though. This would be far from the first time that companies prioritise short-term savings over long-term revenue due to perverse incentives.

No-one's getting promoted for "declined to ruin our customer support, thus avoiding loss of X recurring revenue per year over the next decade", but they might get promoted for "reduced cost of customer support by X with AI!!!"

In the long run the invisible hand will dole out rewards and punishments here, but thinking about the short term is just _easier_ than thinking about the long term.