Of course.

What I gather is that this internal tool was used by human support agents, and it was their responsibility to verify the email adresses and general validity of a claim.

But when implementing AGI TM that was overseen, maybe the oversight in the separate code path was a 'bug', but the mistake was making the chatbot obviously, if the separate code path had a bug, then it had become ossified into a feature, and it was internal, not exposed to the public.

This is an external communication, to save face sure, but if this is the internal excuse, it would be absolutely the wrong RCA and it reads as if the one who made the mistake is not admitting they made their mistake. Which to be honest, just making the mistake is enough to get fired, but not admitting it is enough to get ultra fired.