Comment by ryanschaefer

The problem is using AI to “push” the answer to an asker. Unless the company has hidden docs they use for support (which why would that ever benefit them), I could get just as good of an answer if I point my LLM at your docs (“pull” an answer). In fact, the response might be better because I have context set up to tune it to my understanding.

Instead, you (company / support agent) have decided that I should instead have a conversation with an LLM through a worse, more opaque harness to the detriment of all of us.