They're fairly known to do this. For YouTube creators it's been this way for years. With nobody at the other side, just AI. Every now and then some YouTuber makes a video how they were able to restore their account against all odds.
I mean with that it's bad because peoples livelihood is on the line. But also getting a regular Google account can have serious consequences. People use it to login to other services, have half their lives stored there and their phones connected.
And I think there is a general push towards AI powered customer support. I'm afraid in 10 years it'll be very hard to reach anyone that can help you if it's not the standard procedure. And it'll be more a sci-fi dystopia. With most companies and contracts.