It can't possibly be worse than their actual customer support.
AI bots don't even understand, don't have empathy, and there's no hope at all. They're just there to get you to stop bothering them. A cheap way to fake having customer service without actually having to risk humans actually helping customers.
It's kind of like just drafted military personel shooting above the enemy and not trying to kill. They have human morality even if they're told to do harmful things. The bots are the equivalent of a brainwashed/well trained soldier who will shoot to kill (get you to hang up as quickly as possible).
If the predefined resolution doesnt exist in the database then it's only ever going to be 1) end the conversation 2) escalate (for which there's likely to be strict KPIs and stricter conditions).