If it only happens to one out of millions, why can't they have an actual responsive human being to respond to queries?
"We have so many zillion customers that we're forced to use bots for customer service" and "Only one out of a zillion customers has this kind of problem" would seem to be mutually exclusive.
Well, I've read that Google customer service is quite responsive, for paid accounts. And regarding non-paid accounts, determining algorithmically which queries merit human replies is arguably just as difficult as determining which accounts have violated ToS.
