> They're just advertising that their customer service sucks
Or that their product is too complex or not intuitive, causing support calls for stuff users should be able to work out for themselves. Failing that, their documentation is rubbish, or quite probably (knowing how it is with a lot of companies), the search engine on their support website is a crock of shit.
Ultimately, at least 80% of the support now done by AI should either have never needed support, or should have been solved by documentation. The last 20% is for the idiot users who are either too lazy or can't work the search engine, or seem never to have used a computer before - there I can see AI being rather helpful.
As an aside: I've been working with one of their competitors - their support is also terrible (even the AI suggestions), but their search engine is absolutely the worst kind of trash you can imagine. They have documents for just about everything, but of the last 10 support calls I've logged, probably 7-8 of them have been solved by the call agent finding a document that I couldn't (and in a few cases answering a question that wasn't addressed in the documentation). These are some of the biggest tech companies in the world, and they don't seem to get this stuff even vaguely right.