The problem with AI is its name.
Artificial Inteligence implies that its intelligent and currently, its not - its just a computer program, with all the foibles and difficulties of any other computer program.
I run into this problem in my day job, yes, it looks like an appliance, but its still a computer and may need to be rebooted, you still need to practice good hygiene with it, and restart the application and or the operating system.
People have no compunction about restarting their PC, and do not get upset when Excel has an issue, but they panic when the thing they think of as an appliance freaks out. Just reboot it, and let me know if it happens again in the same way.