This has been kind of happening in Customer Service for at least a decade now, just not "with AI": You send them an E-mail with a specific and detailed question about your bill, and their inbox triage bot reads it, sees the word "bill" and responds back with a generic "Hi, thank you for contacting us about [BILLING]. Please find information about [YOUR BILL] at this URL: xxxxxxxx"
They're called canned responses. A lot of customer service reps are forced to use canned responses at level 1 no matter what. They can't respond with anything but a pre-made response.