I think it helps in more ways than one, users might use it more which in turn improves the AI if its a learning system or in general because devs gets the produ

I think it helps in more ways than one, users might use it more which in turn improves the AI if its a learning system or in general because devs gets the product tested out more. Moreover, customer support will get more automated in the future and the differentiating factor will be how human or nice it feels to use which will in turn make the company stand out. I'm a good example. I hate it when I phone banks and they give me a lot of automated phone waiting and redirecting. It makes me not want to keep phoning in the future and also dislike the bank because the experience sucked. The caveat is of course now you have to put more work into it to create that experience but I believe its worth it. I wouldnt train customer support stuff before automation to be emotionless so why should they be emotionless after automation.