Is it possible that the team collecting the feedback is reporting specific feedback for 'AI' terminology ?

Renaming customer service team to customer success team and claiming customer service issues reduced is like corporate/leadership strategy 101.

That sounds a lot like trying to deceive your users.

every shitty feature has someone "writing in to tell you how "incredible" it is. Its not a proof that you think it is.

dont let that fool you into thinking "users were too stupid to undestand our awesome feature so we had to dumb it down for them"