That's been my observation of AI customer support. They're pretty much all glorified FAQ reciters unable to handle any unusual or uncommon situation not in the FAQs.
That’s the exception of course, literally every other time I’ve had to deal with an AI agent it can’t deal with the slightest deviation from its assumptions. Most of the time I call support, it’s because I already tried the automated options and they didn’t work for me. The fuzzy, nonstandard situations AI customer support agents suck are the one thing customer support is most needed for. I would’ve just used the website to check space heaters in stock if I hadn’t been driving.
The real interesting thing was that early on in that 30 minutes, it gave me very clear instructions about how to get a live agent (including a quoted trigger phrase like "I would like to speak to a live agent" or something), which made me believe it was possible, which ultimately made me resist the slow realization that that was a complete fabrication. It was a very effective way to waste my time.