I can't really argue this except to say trust me, bro, I've been an Amazon customer for over 20 years, and there has never been an issue, no matter how unusual, the CSR was not able to resolve inside about five minutes. The LLM was completely on rails with only specific whitelisted actions available to it. Even if a human couldn't do the specific action, they could explain why instead of word-for-word repeating an irrelevant part of their script.

They don't trust the LLM so they cripple what it can do, would be the generous interpretation. I actually think they're intentionally crippling the LLMs' access to accounts, though, to reduce their spend not on CSRs, but on CSR actions for, for example, refunds, where the LLM becomes an excuse for the change; they can hide behind what they'll call technical issues or teething pains.

I know exactly what you mean, but its hard to tell if its something they are ok with because they are slowly becoming less user-centric and willing to make refunds/exceptions. Or if its the rigidity of AI.

If it was the former, they would help you when you esclated it. So I think they are just becoming more greedy.