Id almost argue that intercom/drift are making customer service a lot easier. The chat bubble lets you connect with users of your product a lot faster than a phone call and paired with some other softwares can do a lot of what you need.
This probably is more meant to challenge bad customer service like ATT/Comcast but the (non legacy) software world is doing better with this I think.
Arguably, we've either automated or made self-service a lot of the things that you'd have historically had to talk to a customer service rep about. The problem is that, with a lot of companies, if you do need to deal with a human, it's at least as bad as it ever was.
This probably is more meant to challenge bad customer service like ATT/Comcast but the (non legacy) software world is doing better with this I think.