Why Are We Seeing Fewer Support Cases at AWS?

After dealing with a couple of tickets and getting no assistance, I decided to stop submitting requests altogether. It has been unhelpful lately!

It might depend on what regions you support. I've seen some variations in case volume based on geographical locations. Has your team been focused on any specific projects recently that might have affected ticket numbers?

I suspect AI is a factor because so many issues can now be resolved just by digging through documentation. Plus, if people are satisfied with their resolutions or if they've figured things out on their own, ticket volume might decrease naturally. It's also possible that if your support interface has changed recently, it might be forcing people to bypass support altogether.

The nature of the support cases could play a big role. Tools like Claude and OpenAI are becoming good at handling automation queries with services like Boto3. Have you checked out recent posts? A few people mentioned how it’s getting tougher to report issues since you often need to talk to a chatbot first, which can be frustrating.

Most of the cases we’ve seen are general how-to questions. Actual incidents needing AWS intervention have been pretty rare. Implementing AI tools could definitely mean fewer jobs for support engineers, which is concerning. I work with AWS enterprise support, and after our own internal AI knowledge base was set up, we saw a notable drop in cases being opened by our staff.

It's probably not the best idea to air these concerns here. You might want to chat with colleagues or even someone in management, like an L6, to get more accurate insights about support dynamics.