Just because other companies do something, does not mean all of them do. This is a game company.
If they wanted to cut costs, they can just eliminate all customer and tech support like many many game companies have done over the years. Very few ever had what Blizzard did, and even fewer have anything left now at all.
Reality - they don’t owe us CS/TS, and the easy answer is just to cut it totally. Not to bother with paying for AI, customizing it for their games and services, and training people to use it.
They can do this much more efficiently. Remove it all together. Basic payment support and only basic payment support offered as required by law in various places.
So no, Blizzard is not using AI and a bunch of rumors and gossip does not mean they owe you some sort of formal answer to made up conspiracy stuff.