The thing is, if you look at the stats for questions of real support, the vast majority of those questions are things that did not ever need "real support" - n

The thing is, if you look at the stats for questions of real support, the vast majority of those questions are things that did not ever need "real support" - no matter how much or little support you're offering, half or more of the questions they get can be answered even by a "bot" that simply enters your query in a search engine and returns the first answer. So there is always the temptation to save costs of your support with a pre-filter, so that your support can talk to people who actually have a question or problem that needs to be talked about. It's the equivalent of "have you tried turning it off and on again?". This question must be asked, because it actually resolves a substantial portion of the issues - but it does seem quite wasteful to employ people to whom 30% of the calls ends with asking that question. Or, for other scenarios, reading verbatim one of the top answers from your FAQ page.