I agree that there are many tools including bots that can cut that number down. Every time you're prompted with a bunch of articles before you submit a ticket t

I agree that there are many tools including bots that can cut that number down. Every time you're prompted with a bunch of articles before you submit a ticket to any help desk, it's part of that (given your bot reference I'm fairly sure you know this). The numbers are a fantasy scenario anyway, even 10% of that (600 support staff) is not small, and it's not a cost Facebook wants to bear. They should do support, but then, they should do a lot of things that they don't do.