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Because it is confident and unsourced. It invents a refund policy that sounds plausible, the customer screenshots it, and nobody can tell which of the last thousand answers were also wrong.
The customer agent answers customer questions directly, from your knowledge base and that customer's own record.
It answers only from your articles and the customer's record, citing the article behind each answer. With no source, it hands to a person with the conversation and its own reasoning attached.
A customer asks for an exception to a policy. That is outside what the agent may state, so it hands over immediately rather than guessing at a commercial decision.
It will never commit to a refund, a credit, a date or an exception, and it never claims to be a person. Both are rules, not settings.
Published articles, and the requester's own tickets, entitlement and plan — never another customer's anything.
You choose the channels and hours; handover covers the rest.
Yes, stated plainly at the start.
The answer cites it, so a wrong answer is a fixable article rather than a mystery.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.