It's their pitch to businesses. They haven't thought about how that sounds to users though.

Fortunately it's not true. I could turn up to work drunk and do a better job than the AI if only because the AI doesn't know all of the idiosyncrasies of our system. It's just a generic "one size doesn't fit anyone" general solution database. Unless the company wants to train its own AI on its own knowledge base articles (Which of course are out of date) then Microsoft, and others, generic solutions are never going to work.