90% of people calling support lines are due to questions that are in the top 10 ten on the FAQ. They’re just the type of people who don’t like reading and just want a social answer. The same kind of people who get told “just do a search, this is asked weekly” on Reddit.

If there was a way to direct the “I just need a FAQ that I don’t need to read myself” people to an LLM and the “something is actually broken I need real help” to people, that would be ideal.