When asking customers how well they were helped by the customer support system (via CSAT score), I've found industry-standard AI support agents will generally perform worse than a well-trained human support team. AI agents are fine at handling some simple queries, e.g. basic product and order informatino, but support issues are often biased towards high complexity, because otherwise they could solve it in a more automated. I'm sure it depends on the industry, and whether the customer's issue is truly novel.

I think the main problem is access, not quality.

I.e. AI isn't allowed to offer me a refund because my order never arrived. For that, I have to spend 20 minutes on the phone with Mike from India.