It’s even worse than you think. I work with Amazon Connect. Now the human agent doesn’t have to search the Knowledge Base manually, likely answers will automatically be shown to the agent based on the conversation that you are having. They are just regurgitating what you can find for yourself.

But I can’t imagine ever calling tech support for help unless it is more than troubleshooting and I need them to actually do something in their system or it’s a hardware problem where I need a replacement.