I can imagine it being very frustrating interacting with an AI for most support issues, but I see a real use case in replacing those gigantic options trees with

I can imagine it being very frustrating interacting with an AI for most support issues, but I see a real use case in replacing those gigantic options trees with a semi-interactive AI. Just a voice saying "Hi, I'm a bot, can you describe your issue?", followed by "Okay, sounds like a whizmo issue, can I transfer you to our whizmo department?" seems potentially both faster and more accurate than a huge options tree. That's a win even if the AI can't directly resolve your issue.