I think this is right on the money. If you assume that most troubleshooting starts with a call to customer service, then automated prompts to do standard troubl

I think this is right on the money. If you assume that most troubleshooting starts with a call to customer service, then automated prompts to do standard troubleshooting isn't a terrible idea. But the call to a customer service is usually the last resort, at which point you need to talk to a human being, and anything that adds friction is only going to aggravate your users.