To be fair, it seems to simply have followed the customer's instructions. The fact that it did not give any helpful answers bothers me significantly more. I wonder if it has access to any kind of internal database in order to be able to give more specific answers regarding a customer's queries.
The bot simply did as it was told and didn't hurt anyone. The fact that this is seen as a malfunction says something.
The real purpose of the bot was never to help customers, but to try to fob them off.