I agree partially but that discussion or decision will not happen with / by me or you.

Business doesn't think that deterministic to begin with. If customer support is faster and KPIs are fine, they will not care if customers get non deterministic customer support.

And lets be fair: just because you hired someone doing SEO, doesn't give ou ANY understanding how good of a job they do.

You will need to prove in the future that you can do it better than the agent. You will win at the beginning and fail later. The KPIs will show it and that person will get replaced.