Comment by curiousllama

Forget ML, this is just business process mapping. If it's a payer-customer's account, issues should be sent to a human. Payer-customers should have access to a secondary channel (read: alternate phone number). Payer-customers Google contact(s) should be notified & included in the process.

As a general rule of thumb, if Google is struggling with a problem, it's not a tech problem.