why Al not taken over CX yet?

When ChatGPT launched, I was convinced Al would wipe out a huge chunk of support jobs. Two years later, I still can't reduce any headcount with Al, and I don't see anyone else doing it either.

the so called "Al" inside CX tools like Zendesk feels dumber than plain ChatGPT. It's clunky, often creates more work than it removes, and they charge for so much for Al on top of seats, when chatGPT is basically free

So I'm genuinely trying to understand: are CX software companies just sleepwalking? Thats why we built doozadesk