This is demonstration content, included so the Blog can be reviewed with something in it. Replace or delete it in the admin panel before launch.
Count first
Every support queue has a small number of questions that make up most of its volume. Until you know what they are, any tool you pick is a guess.
Then decide what to automate
Automating the long tail is expensive and fragile. Automating the top eleven questions is neither.
Always leave the door open
A visible, one-click route to a human is not a failure of the system. It is the thing that makes people willing to try it at all.