Sure, but there is such a thing as “the human element”. Humans aren’t perfect, and that is the expectation. That is not the same case with computers.
And especially for something where it’s just pulling data from an internal system. There is absolutely no reason to invent made up information and saying “well humans do it all the time” is just an excuse.
On the phone with a customer service rep, I might understand a little wishy washy answer, slip of the tongue or slightly inaccurate statement. I've never really had a rep lie to me, usually its just I don't knows & them escalation as needed.
There is something about the written word from a company that makes it feel more like "binding statement".
And especially for something where it’s just pulling data from an internal system. There is absolutely no reason to invent made up information and saying “well humans do it all the time” is just an excuse.