An interesting proposition
> the intelligence will be added on as a paid-for upgrade
Please can we (the callers) have this, too?
Most of the time calling the "support" desk is a screening process to weed out those callers who aren't absolutely desperate to get help, assistance or support. The trial-by-patience means that while you are on hold you will either be flipping through the (badly worded, inaccurate and out-of-date) instruction manual, or searching out solutions on the web, or scanning through Amazon for an alternative product that will have different and hopefully not show-stopping faults. If you succeed in finding a fix of your own, then you ring-off before you get connected to the (non-flying) drone who's only suggestion, after taking all your personal details for the Nth time. is to "turn it off and on again".
If only there was a way of getting through to the "right sales or support staffer for a particular task no matter where they are". Something along the lines of "Press 1 if you're an idiot. Press 2 if you've already turned it off and on again. Press 3 if you think there's a race condition in the interrupt routine. Press 4 if you're prepared to pay £10 to get in front of the other 23 people in the queue and talk to our 1 single qualified techy RIGHT NOW".