> We are a couple of years away from the death of the level 1 support engineer. And this trend isn't new; a lot of investments into e.g. customer support is to

> We are a couple of years away from the death of the level 1 support engineer. And this trend isn't new; a lot of investments into e.g. customer support is to need less support staff, for example through better self-service websites, chatbots / conversational interfaces / phone menus (these go back decades), or to reduce expenses by outsourcing call center work to low-wage countries. AI is another iteration, but gut feeling says they will need a lot of training/priming/coaching to not end up doing something other than their intended task (like Meta's AIs ending up having erotic chats with minors). One of my projects was to replace the "contact" page of a power company with a wizard - basically, get the customers to check for known outages first, then check their own fuse boxes etc, before calling customer support.