> The expectation of customer support lines is that customers want to speak to humans.
Not really. The expectation is to be able to express their need in a natural language, maybe because their issue is not covered by a fixed-form web form (pun not intended).
So yeah AI might be a good fit in that scenario.
It's a protocol and network that has backwards compatibility with 19th century telegram wire networks that later were voice lines for a full century.
If that isn't the channel to speak to a human, nothing is. You can speak to a bot with an app or whatever.
At least make it sound robotty instead of pretending to be a human.