In that case, the system responded properly by passing the customer to a human; which was the whole point of the video.
And the customer also acted properly by using a working strategy to convince the system to pass them to a human.
I've been in stores where they literally have paid someone to tell people to use the self checkout. "The self-checkout is open", they will say. I respond "No thanks," usually without a quip about being expected to work without pay, but admittedly not always. Then they look irritated with me because I'm helping to threaten their job, while they're helping to threaten multiple jobs.
In a world with UBI, I would go ahead and use the self checkout for small numbers of items when I'm not in a spectacular hurry. In this world, that's putting people on the street. Same for talking to the ordering AI. And same for talking to the poorly automated phone tree, while we're at it.