ToS Support: Humans or AI?

Is anyone able to confirm whether ToS support is attended by AI, or humans? Based on my experiences, and observations over the past week, it's entirely possible that cases are run through AI as opposed to being reviewed by actual human being. I base this on the genuine lack of empathy or understanding by those reviewing the cases, especially when it comes to (in my specific case) minor infringements. My account received its first 7 day suspension last week, the first infringement on an account I've had since 2007. Rather than receive a warning, which I believe would have been the correct response considering my clean record, they took the heavy handed approach and put in place the suspension.

This is where I believe AI is being used in place of a human to review these cases. I believe a human would have taken into consideration the clean record, shown some understanding in the matter and either given a warning, or, after the appeal, which took around 5 days to process so it's pretty much pointless now, lifted the suspension early. I also tried to stress the fact that I had taken 7 days leave off purely to play Battlefield 6, and this time that I have, is the only real time I have to play. After this week time for me is extremely limited, almost non-existent. ToS support, knowing this, decided to continue my suspension anyway, so now I will have barely anytime to dedicate to the game.

This is a genuine question. If AI is being used to review and decide cases, I would highly recommend EA change practice and use humans to decide potentially complex, human matters rather than use automation which is severely lacking in reason.