Can you make your point more directly? I'm not sure what you mean. Anecdotally, whenever I've failed at solving a problem myself through online/self-serve tool

Can you make your point more directly? I'm not sure what you mean. Anecdotally, whenever I've failed at solving a problem myself through online/self-serve tools, I have _never_ been able to then solve it by being connected to an Customer Service bot - but I've had pretty good results when speaking with an actual human. If I'm reading your implication correctly that "nowadays Customer Support people aren't useful" - I disagree.