The problem is using AI to “push” the answer to an asker. Unless the company has hidden docs they use for support (which why would that ever benefit them), I could get just as good of an answer if I point my LLM at your docs (“pull” an answer). In fact, the response might be better because I have context set up to tune it to my understanding.

Instead, you (company / support agent) have decided that I should instead have a conversation with an LLM through a worse, more opaque harness to the detriment of all of us.