[Vampiero]

The exception being that the triage is a queue-based system, and eventually it actually handles your case: you show up at the hospital, describe your problem to a human being, and you're assigned a priority in the queue pertaining to the specialist that needs to see you. If you're not dying you might have to wait a few hours, but you can rest assured that you will be looked at by an expert -- even if you're a hypochondriac.

If your case is an emergency, you can cut through all the queues and go straight to the operating table.

Whereas most L1 support systems are either non-existent; a FAQ loop that gets you nowhere; or a Dialogflow/GPT chatbot with 0 reasoning skills, no technical knowledge, and limited domain knowledge (really just a more convoluted version of the FAQ loop).

If you're lucky, after some digging you might find a hidden link that lets you talk with a real human being.

These systems are deliberately set up to massively increase the effort required to get to talk to a technician, as those are a limited resource and companies don't want to spend money on stuff that would actually improve their internal processes.

And if hospitals worked like this then the majority of people showing up for any problem whatsoever would die before receiving care. This is not how triaging works.