I think shouldn't is better to say than can't. They are definitely going to try.

Their hope is probably that AI can let current employees bear a greater workload so they can downsize.

Microsoft support was already mostly useless. So, yeah, a useless AI probably could replace that, but it would also probably be more expensive.

Not even the guys who call me on the phone to tell me that I have a virus on my computer?

Frankly, with the garbage Microsoft is producing these days, and the rate at which the quality, for lack of a better word, is degenerating, I'm starting to consider if LLM slop might actually be less worse...

suits have been replacing long term essential employees with outsourced trash even before in name of global redundancy and efficiency. now they will just the ai buzz word to hide behind.