For first-level support that's just regurgitating documentation and debug procedures I agree. But when it comes to actually executing actions (resetting 2FA, issuing refunds, handling payment glitches, etc) you need humans.

Social engineering is an issue with regular support, with agents it's a lot worse. And with agents it's repeatable: if I find one conversation flow to get it to give me money I can instantly repeat that with a thousand fresh accounts, and then share the same "exploit" on reddit for everyone else