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I had the exact opposite happen with a chatbot for hbo max the other day. problem solved in 5 minutes, and it was actually a pretty complicated one that I had no answer to! sorry for your experience doc. =(
We got the part the next day (obviously, overnight shipping) and installed it the next day. Got it up and running, so it was a good end result. But their AI had a pretty low IQ in my estimation. OR worse, it was NOT really AI but just a tangle of page links with some type of keyword extractor that looked at your answer for words it knew. Unlike David's response, the AT&T AI did not appear to understand or respond to unkind language.
But thanks for the thought, Adam.