This is already well underway with humans on both sides - especially in appliance repair (which is different but a similar technical/commercial model).

I have personally experienced several warranty calls for major appliances under warranty. The "tech" who shows up knows less about the appliance than I do, and the first thing they do is get on the phone with their own support call, who attempts to figure out what the issue is.

It's maddening for the consumer (me) because it (again, in my few experiences) doesn't produce a quality resolution quickly.

An actual appliance tech who still does service calls is like a unicorn for me - once I find one the are getting all my calls. My current guy for washers/driers tells me he is the remote tech for a few major brands, and spends a lot of his time each day on the phone with the onsite meat puppets.