@CAWguy I also appreciate any FAQs or troubleshooting guides, or anything else I can follow to try to solve me problem at my own pace.

Also, I will say, that when you've been supporting a thing for months, you get much more familiar with the FAQ-like resources that are available, and can more easily match the caller's scenario with the information they need. So, sometimes support *looks* like "reading the FAQ" but is more subtle.

I know from being that caller, too. I thought I searched the FAQs, but support was able translate to different jargon and then point me at the well-documented steps to resolve my issue.

It *seems* like LLMs _could_ handle that sort of customer-problem to FAQ-answer translation/mapping, but certainly a "stock" one probably wouldn't, no more than a support tech on their first (training?) day.