I don’t suppose somewhere in this vague issue post, you could take a second and state what the issue is? Genuinely curious.
Payments, Purchase Failure
If you need help on putting in a ticket, you could ask, we can point it out, or why a GM can’t help and why the system is deferring you to a different area.
Also, from support if it is pointing out articles, always click the Contact Us, or Get Help link first.
That’s easy, because we don’t use AI to answer tickets. That isn’t to say there aren’t opportunities to leverage AI, especially for some of the more common situations, but contrary to the popular narrative that folks like to sell, we’re not there. The best we have is recommendations on Support articles when you are going through the Support site to put in a ticket.
I am sorry that you weren’t able to easily select a category. It isn’t always as intuitive for some as it could be. For character transfers you’d usually want to use “Purchase Failure”.
I’ve been called worse. We use a lot of things to help with the volume of requests we get. We have Support Articles, Self-help options like character undelete, Item Restoration, we have response templates that cover the majority of the issues we see every day, we use ticket categorization to help make sure the right people are working on the right issue. There may also be folks who use some form of AI to help “reduce workload”, whatever that may mean, but again, we don’t use it to answer tickets.
Outside of certain situations in which, usually during a high volume of contacts, we may “automatically” provide a template response that are designed to give some basic troubleshooting advice, such as reset your UI, or check third party sites for quest help, submit a bug report, etc… which we apply to tickets in certain categories, that’s the closest we really come.
Just for clarification… We do have Support staff that work in offices, but there are many who also work from home now. Like me. 
Of course we do, this is a modern era with a lot of very useful technologies that are available to work smarter, but that isn’t the same as “AI”.
It does seem that you managed to get a response to a generalized ticket under the Payments section already. They provided you with some advice on what to check if you still have access to the character (in such cases the character doesn’t always lock), and if you cannot and it has been over 24 hours, please contact them again.
Good luck.