Why would anyone trust you?

The best case scenario is that you lied about having people answer support. LLMs pretending to be people (you named it Sam!) and not labeled as such is clearly intended to be deceptive. Then you tried to control the narrative on reddit. So forgive me if I hit that big red DOUBT button.

Even in your post you call it "AI-assisted responses" which is as weaselly as it gets. Was it a chatbot response or was a human involved?

But 'a chatbot messed up' doesn't explain how users got locked out in the first place. EDIT: I see your comment about the race condition now. Plausible but questionable.

So the other possible scenario is that you tried to hose your paying customers then when you saw the blowback blamed it on a bot.

'We missed the mark' is such a trope non-apology. Write a better one.

I had originally ended this post with "get real" but your company's entire goal is to replace the real with the simulated so I guess "you get what you had coming". Maybe let your chatbots write more crap code that your fake software engineers push to paying customers that then get ignored and/or lied to when they ask your chatbots for help. Or just lie to everyone when you see blowback. Whatever. Not my problem yet because I can write code well enough that I'm embarrassed for my entire industry whenever I see the output from tools like yours.

This whole "AI" psyop is morally bankrupt and the world would be better off without it.