The big difference IME is that first-tier support at decent companies at least had the grace to recognise when they couldn't help and needed to escalate. I can count the number of times I've seen an AI bot automatically escalate when it was unable to find the solution on zero hands.
Agreed. I remember a couple of years ago raising an AWS support ticket and eventually got an answer about it being some undocumented limitation in Aurora Serverless v1. Now I get equivalent of googling my question before I can even raise a ticket.
