AI has all sorts of technical knowledge, plus massive working memory, and high IQ-ish. It's vastly, vastly superior to most IT support agents.

True, partially, but it's also vastly inferior to most IT support agents at the same time.

I love a good AI to help search through large documentation basis for the particular issue I'm experiencing. But it is clear when the problem I am having is outside of the AI's sometimes infantile ability to understand, and I need the ability to bypass it.