I previously worked on ecommerce and SaaS UX and have first-hand experience with longer customer support rotations in those fields. While I'm sure there's a lot of low-hanging UX fruit, this seems to be an overestimation of how sophosticated most of the customer base is and how much they are able to just read things and figure stuff out without hand-holding. Add to this how past a certain scale even freak issues affecting <0.01% of users/sessions suddenly become quite frequent in absolute terms, and I don't think customer support, automated or not, is going anywhere.