I think the future would utilize knowledge very well in the fact that it can cater to customers and potential customers better. Information would be readily available of what he/she has previously purchased, and informed guesses can be made by marketers to direct the ads they may like to see.
No I cannot. I was mostly stuck with IVRs and live agents asking me useless questions. Whenever I deal with customer support, I always get thrown around to a couple of people due to the lack of knowledge they possessed. I was put on long holds as well. I dread calling customer service, even for the smallest of problems.