I think they might be replacing first-tier support, the people who currently answer really stupid questions, handle really common cases, etc. When you need real support and there's no script you go to second-tier support...

As a person who aspires to actually read documentation, try common troubleshooting, google it, etc. before calling support I'd really love to go directly to second-tier, but apparently bulk of support calls are low-effort users, and now they'd get the pleasure of LLM, instead of a person, telling them to reset their router, make sure the thingie on a spray bottle is in "on" position, or call the airline.