[Cthulhu_]

I've worked indirectly with customer support, in that we built FAQs and flows that made users do some troubleshooting themselves before contacting support - a simple couple-of-steps plan of checking your fuse boxes or checking the website for expected maintenance or known outages before calling support.

The next layer of automation would involve people going through one of those call menus; ideally once the customer ends up at an agent, they will have all their data and files right in front of them already.