You could go the Zappos route of actually empower customer service reps. But at the very least, I would expect Google to build better in house CRM tools to feed helpful content to the support reps rather than making them repeat themselves.

From what I've heard from friends at Google, internal tools like this have a notoriously hard time getting engineering resources. I wish they could turn it into a sexy machine learning project and actually get some resources on fixing this issue.