To oversimplify in a crude way, the idiots who are helped by first line are the people that can't read the support docs and can't write well enough for bots to

To oversimplify in a crude way, the idiots who are helped by first line are the people that can't read the support docs and can't write well enough for bots to parse what they need. Tying up more competent and thus more expensive support agent time just to handle something that a drunk monkey could manage seems at first glance like poor value. When handled correctly, that first line should make life better for everyone. It should improve availability of competent second life engineers for people that need them.