I've only worked at (very) small companies so I've never had to think about different tiers of support. The automatic summarization may be useful for better determining which specialist to route the request to, but in any case a wrong classification will get picked up by a human regardless and then re-routed appropriately. I imagine the error rate is already pretty high, so anything to automate/reduce that can go a long way.
I work in education tech where our product goes directly to students/teachers, so tolerance for "incorrect" answers generated by AI is much lower, or nonexistent.
