Lot of companies want to do drive down costs. This often falls on departments which are not "bringing in revenue". That means in this era of AI lot of back office operations are the first on the chopping block. Executives often don't care for consequences of cutting back office operations.
Customer support has been the biggest target for a long time. Companies care only about revenue and people signing up. After that unless you are giving them more business they stop caring. They figure - best case they frustrate you enough that you leave them alone or bad case - they refund you and worst case - they give you a gift coupon.
With that mind, AI chatbots are the best solution. Intentionally make it difficult to solve the issue and then even if you reach human support - they have the old scripts. That means now companies ability to frustrate-out a customer is now supercharged.