That doesn't really match my experience. Usually if my problem is not unique it's already documented somewhere and I've solved it that way (And support generally puts some effort into documenting the non-unique problems to reduce their workload). If I'm calling support, it's because I've exhausted all other options and I've either concluded I need them to do something I can't do with an online form or the information is not at all accessible elsewhere, in which case first line support is nothing but an obstacle.

It's hit or miss. Sometimes screaming "give me a compotent human" at a chatbot is quicker than pleading with tier 1. Sometimes it's not

At least there's no hold time