Hard agree - i've heard frankly staggering "per support ticket" costs from every company i've worked for, or has publicly talked about customer support costs.
Think $3-6 dollar per customer support ticket.
A UK company, Octopus has been doing some interesting work on GenAI <> customer support, which is helped by their "Energy provider in a box" software called Kraken (https://octopusenergy.group/kraken-technologies), which gives a single unified view over their operations.
They even have support agent level of personalisation - i.e; the agent will talk in the tone of voice of a given agent via fine-tuning of their chat history.
You group tickets into root cause and the future projected cost will now fully fund fixing the issue. Most companies, however, look at customer support a cost center instead of valuable insight it is.
A UK company, Octopus has been doing some interesting work on GenAI <> customer support, which is helped by their "Energy provider in a box" software called Kraken (https://octopusenergy.group/kraken-technologies), which gives a single unified view over their operations.
They even have support agent level of personalisation - i.e; the agent will talk in the tone of voice of a given agent via fine-tuning of their chat history.