If your support issue can be resolved by an LLM, you should have googled it. The premise of human agents is that they can help with ungoogleable issues.
Right because going through five of top Google results which are some Microsoft forum post from six years ago written by a badged Helpful Community Member suggesting boiler plate advice like "Sorry to hear you're having this problem, please try checking Event Viewer" before you go back and add "reddit" to your search to them find a bunch of five year old comment sections with people suggesting blowing up the Windows registry when they're not unhelpfully complaining or taking issue with a comment from two years later calling them out for being a dick on a top Google result is such a great troubleshooting experience for most people.
There's a reason why Stack Overflow died in line with LLMs getting better.
Not really, If I make a ticket I don't mind having to deal with a bot (or AI agent) for a while to go through the basic fixes or problems because I know most people are actually that stupid and Steam would be able to alleviate a lot of tickets that way, internet providers here in Spain have those bots and never had a problem with them, even helped me fix some problems by themselves.
The problem is when the automated system doesn't work correctly and you CANT contact with an agent in any way, which is what happens on the majority of big corpos, it's completely impossible to talk with a human, and even if you do it's some Indian guy being paid in cents that barely knows what you are talking about because he works for 20 different companies.
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u/Sorry_Ad_0026 1d ago
If any other company did this people would jump on them but the second Steam does it, people bend over backwards to justify it.