Agents are very capable. Their implementation matters. I doubt many support agents have access to editing user records, so even if they can accept responsibility they won't be able to make any radical changes to your account to fix those. It's not AI problem per se, it's a product problem.

    > I doubt many support agents have access to editing user records

So it's just a coincidence that they can't edit user records? They can't get another agent to fix that, even?