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These chat bots only have a limited pool of responses, to prevent them saying weird shit. They're just looking for certain key words or things closely related to their key words that direct them to specific lines.
Company I work at has a very similar one. And it's not likely checking to see if there's anybody working the queue before it asks if you want a live human
You would think "why is my shipment on hold" would be a key phrase they would look for. And then just show me the reason. Since it didn't say in the email they sent or the tracking info.
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