I don't know if BetPanda is using AI chats on their live support. I tried it just now, it sometimes delays in response, and sometimes it answers my questions instantly. I don't know if it's AI or not, but after asking her that she's a person, not an AI.
Also, I don't think it's a good idea to add AI bots to live support. Maybe much better if their staff is going offline, for a temporary solution, they must enable AI bots for an immediate solution to their customers' issues.
But for the complicated case, you must email them or directly chat with them on their live support.
Most services usually have AI chats bots along with the actual customer support. For the beginning queries, AI helps the customer through and if they specifically want a certain kind of help, that's when a bot suggests or directs them to the Live customer support.
I think this is done to reduce on the waiting time and backlog of issues which would have easily been solved by direct answers available in the FAQs and help desk.