Given how incredibly stingy tech companies are about spending any money on support, I would not be surprised if the story about it being a rogue AI support agent is 100% true.
It also seems like a weird thing to lie about, since it's just another very public example of AI fucking up something royally, coming from a company whose whole business model is selling AI.
Both things can be true. The AI support bot might have been trained to respond with “yup that’s the new policy”, but the unexpected shitstorm that erupted might have caused the company to backpedal by saying “official policy? Ha ha, no of course not, that was, uh, a misbehaving bot!”
> how incredibly stingy tech companies are about spending any money on support
Which is crazy. Support is part of marketing so it should get the same kind of consideration.
Why do people think Amazon is hard to beat? Price? nope. Product range? nope. Delivery time? In part. The fact if you have a problem with your product they'll handle it? Yes. After getting burned multiple times by other retailers you're gonna pay the Amazon tax so you don't have to ask 10 times for a refund or be redirected to the supplier own support or some third party repair shop.
Everyone knows it. But people are still stuck on the "support is a cost center" way of life so they keep on getting beat by the big bad Amazon.
In my products, if a user has payed me, their support tickets get high priority, and I get notified immediately.
Other tickets get replied within the day.
I am also running it by myself; I wonder why big companies with 50+ employees like cursor cheaps out with support.
That is because AI runs PR as well.