Currently our intents match banking and insurance questions related to the nordic market. This type of question needs training data that is specific to the US region. There is no problem supporting it technically, it is just lack of training data.
You right about that, you ask a difficult question that a even human could not answer correctly as it isn't precise enough.
All I actually do know from that question is that it is related to insurance cover abroad. But do you mean car insurance? Travel insurance? Health insurance? As we do not have an intent for "unknown insurance cover abroad" yet, we fail to help you further. This happen sometimes for many contexts, but we work hard to improve this. We do cover this kind of questions very well when people have login issues, as this is the most common inquiry we have in production. It can be a range of problems from token issues, cell phone issues, technical issues on the website or that the account is simply blocked. But we often manage to help people find the final solution without involving a human.
My point is, we can solve this today, we just need more training data. Chatbots are not perfect, but with more training data they will become better, and be a highly praised service. Finding information using natural language is the future. I'm confident that we will solve most of the edge case inquires soon.
But....but....they shipped something? However awful it is, they ticked that box and have their awful POS UI live for the world to see. And backed by fancy technology and expensive devs.