I have similar issues with support form companies that heavily push AI and self-serve models and make human support hard. I'm very accomplished and highly capable. If I feel the need to turn to support, the chances the solution is in a KB is very slim, same with AI. It'll be a very specific situation with a very specific need.
There are a lot of internal KB's companies keep to themselves in their ticketing systems - would be interesting to estimate how much good data there is in there that could in the future be used to train more advanced (or maybe more niche or specific) AI models.
They COULD be great AI chatbots with good data, but in general what is being deployed is just crap. The cheapest app they can get set up as fast as possible so they can check a box, there's no real concern to make it good. I had a talk with my last CEO in January about a similar project, I gave a plan on how to do it right. They instead tried to half ass it and it completely failed. But they don't care because the board member that wanted it is happy because it exists.