For customer support I don't think models have gotten better since gpt-4.1. The class of small models, with limited to no reasoning, that need to handle a complex issue with a touch of empathy, has not improved much.
I think most are actually worth, as agentic harnesses seem to optimize for solving poorly described problems rather than following complex procedures as written. In other words, instruction following maximizing models seem to make worse free-form agents, but they're really all that some domains need.
I understand the point (I don't agree with it; tool calling has gotten much better/reliable and that is very important for customer support) but consider: If you can get same for a lot less, that's an improvement. If we found a way to supply fresh water and electricity for -90% cost after 2 years, that would be fantastic.
You can do many more things, when stuff is cheaper, even if the stuff were otherwise unchanged.