While I agree with TFA's point that forcing a chatbot isn't a substitute for just having the info available, organized and searchable, the answer to your specific question is that the fully burdened cost of a trained support center human includes a lot more than their gross hourly wage. There's recruiting, interviewing, hiring, training plus space, desk, computer, phone, IT, HR, health care, vacation, sick days, insurance, employer's share of employment taxes.

A rough rule of thumb is the full burdened cost of an hourly office knowledge worker is two to three times the gross hourly wage.