It's not an XY problem or anything to do with customer service. It's more of a UX problem. Users are being presented with highly convenient AI summaries that have a relatively high level of innaccuracy.

It’s more like you are choosing to use a tool when for the use case cited, there are much better tools available. Maybe the new interactive “AI mode” for Google would be a better use case. But the web has been horrible for years trying to search for developer documentation instead of going to the canonical source because of all of the mirror sites that scrape content and add ads.