Virtual assistance is virtually useless
It's no surprise that software companies are keen to fob off as much of their tech support as possible to automated systems -- support is a cost, not a profit centre, unless you charge an inordinate amount for it. It's also not much of a shock that many of these automated systems are rubbish -- after all, if these companies could write decent software in the first place, they wouldn't need such complex dedicated support tools, would they?