I'll never understand using AI/bot for customer support. IG is a well know platform. If I have an issue I feel pressed to connect with a support agent about it very likely is something a bot would struggle with, otherwise I'd just google. I understand there some grandmas who can do a google search, but the vast majority of folks reaching out for support are doing so because they have a real issue that can't be simply automated.

Furthermore, having a bot handle a hacked account is support ticket is just insane. Why tf would you put a bot there and give it permission to take action?