I would encourage you to reconsider this sentiment, and to read "The Design of Everyday Things".
Sometimes you really do have a situation where the user needs to read and they just don't. But that's less common than them "not reading" because:
* The relevant information is buried in what appears to be bumph that we all sensibly skip over.
* The instructions are actually not clear.
* The user reasonably didn't expect that instructions would even be required so they didn't look for them.
* There was a more obvious action to take on the page than reading text, e.g. "Continue".
Those people making tickets can read. The fact that they aren't suggests there's something wrong with the instructions or how you are presenting them - or more likely, the fact that they exist at all.
If you have any specific examples I'd be interested.
One example is when a user tries to upload a file to the system that is not allowed (permitted files are plainly listed), a large red error message appears that says "This file type is not allowed. Please upload one of the following:"
You would not believe the amount of tickets we get daily where people are confused as to why their file wasn't uploaded.
I think the issue there is that you're assuming all users are familiar with what "file types" are. It could also be that the format they are uploading is entirely reasonable so it should work. A better solution is surely to convert the file for them. That's what you're making them do themselves right?
I've ran into a similar situation lots of times when uploading photos on mobile. Often you get "this file is too large". Well no shit, we have the technology to automatically resize it now! It's not difficult! (Also have you noticed how Android lacks that basic functionality?)
Yes it is more work than not doing it, but it's definitely less work than implementing an AI chat bot.
I would encourage you to reconsider this sentiment, and to read "The Design of Everyday Things".
Sometimes you really do have a situation where the user needs to read and they just don't. But that's less common than them "not reading" because:
* The relevant information is buried in what appears to be bumph that we all sensibly skip over.
* The instructions are actually not clear.
* The user reasonably didn't expect that instructions would even be required so they didn't look for them.
* There was a more obvious action to take on the page than reading text, e.g. "Continue".
Those people making tickets can read. The fact that they aren't suggests there's something wrong with the instructions or how you are presenting them - or more likely, the fact that they exist at all.
If you have any specific examples I'd be interested.