And at the other end of the scale, you calibrate it too be too suspicious and you end up with "You have been a bad customer, I have been a good Bing" style argu

And at the other end of the scale, you calibrate it too be too suspicious and you end up with "You have been a bad customer, I have been a good Bing" style arguments with lots of legitimate claims and a class action suit. You can absolutely have a bot answer general questions and especially recurring ones, but you're going to want it to escalate to humans pretty early on. Even human agents often escalate to human agents.