The purpose of customer support is to convince the customer that it is not worth their time to pursue support. A worse experience achieves that goal faster.

Using GenAI is a huge breakthrough in this field, because it is a socially acceptable way to tell someone you don't care about their issue.

You've articulated it better than I could. I think, reading through this author's post, they've misunderstood the objectives.

The purpose has been achieved, in that there is a large drop rate. The product manager has met their goals, cut costs, and might be looking forward to their bonus.

It would be far more expensive to make the LLM behave effectively than it would be to do nothing. Any product manager that sincerely cared about customer support wouldn't be inflicting a personalised callous disregard for service. Instead they'd be focusing on improving documentation, help, and processes. But that's not innately quantifiable in a way that leads to bonuses, and therefore goes unnoticed.