In my eyes it’s a PMF problem and an issue with their product team that Google couldn’t pivot. I know in 2023 a major CRM vendor has been rolling out the same idea as part of their SaaS. They’re trying to match individual customer service reps with depth of expertise across a broad product range. Not sure how much success they’re having but the idea is solid and requires an interesting combinatorial solver to figure out “good” matches within various constraints beyond expertise like individual workload, time zones, etc. with the goal to drive down case resolution time. Google is terrible at product and terrible at taking the long view, despite having known for decades that they’re going to struggle with innovators dilemma.