This is such a HN comment lol.

Customer support is when all the documentation already failed and you need a human.

I'll put in a good word for a chatbot hooked up to the documentation (e.g. at $dayjob we use Intercom Fin) acting as level 0.5 support.

At $dayjob our customers are nontechnical so they don't always know what to search for, so the LLM/RAG approach can be quite handy.

It answers about 2/3 of incoming questions, can escalate to the humans as needed, and scales great.