Customers say they want a good support, but nobody buys a good support: customers buy cheap! If ditching the customer support department will let you lower your prices, you'll have customers; is maintaining a decent customer support service will keep your prices a few cents more than your competition, you will have no customers.
The critical problem with chatbots is that companies don't trust them to do things. I generally am reaching out to support because I want something done, not because I want advice. This may not be true of everyone but for many, they have a real need. I need X price matched, I need to get my bill corrected, etc. Users know the chatbot won't do it.
