Could Microsoft be using this newfound machine learning for customer support?
A month or so ago, I had some issues with Microsoft's Bing bot not following the directions contained in my robots.txt file. When I sent an email in to the BingBot support address, the first reply I got back was that Microsoft considered my robots.txt instructions an "ideal" not something that has to be followed.
I pushed back and finally got someone who understand the purpose of robots.txt. That person told me to put a work-around into place, probably because Microsoft had no intention of fixing their bot to follow the robots.txt rules.
What was interesting about the whole series of email conversations was that the first "person" who answered my email did not seem to be a person at all. It just felt as if I was getting a reply from a email-bot.
The email-bot had some things right in its attempt to seem human --- (*) it first tried to push my support request aside, (*) when I didn't comply with that, it effectively told me to pound sand, (*) when I objected to that, it allowed me to bump up my request to a higher tier of support.