Trendetna has two AI assistants, and they do different jobs.
Etna is the concierge. Ask it what is good somewhere and it answers using only real listings on this site, so it will not invent a venue that does not exist. It does not know anything about your bookings.
The help assistant is the one in the support window. It answers from these help articles and, if you are signed in, from your own bookings.
What neither of them can do
Neither can approve a refund, promise a timeframe, make an exception, or cancel or change a booking. They are not allowed to, and it is not a limitation we are working around: an assistant that guesses at a refund policy produces a promise the company then has to break.
When an answer needs a decision, the assistant says so and offers you a person. That is not it failing. That is the design.
Getting a person
Ask for one, at any point, and you will get the option to open a case. You never have to argue with a machine to reach somebody here.
What is kept
Questions asked of the assistants are kept so we can see what people need and write the answers down. When a conversation becomes a support case, the exchange is attached to it, so the person picking it up can see what was already tried instead of asking you again.