Pretty confident if this happened because they hired a new (real) support operator who just didn't understand the policy, they would have made a concession to the customer and the support person would likely just get more training.
But because it's a chat bot that they really don't understand (outside of their IT department), they go to court and shut down a system they likely spent hundreds of thousands of dollars developing.
This type of advanced decision making is why we pay CEOs the big bucks.