It depends on the size is the org in question, but at some point docs existing and being indexed is still not enough to find them. On the extreme side of that, AWS has docs for pretty much everything - yet I often fail to find the right page, simply because there's too much content and there's lots of pages talking about related things but not answering my question.

Sometimes it's missing docs, sometimes it's lack of searching, sometimes the most viable path to the answer is through support. (Amazon has TAMs for that purpose)

Totally agree and I feel for any any support staff, small or large, as it is unfair. I guess my point is insanely large, highly profitable organizations probably have a UX problem along with a much larger greed problem. No one should be stuck chatbotting or having non-existent support if they are a paying customer with Google.