Curbside callousness

Like many public libraries, my library is not letting people into the building, but will let people come pick up their requested materials via curbside service. Our administration had the brilliant idea that we should get a service that allows patrons to text us when they are here for their pickup instead of calling. It's supposed to save us time because it forces the patron to go through a little back-and-forth to collect information before we even see their message. The phone number isn't on the website or anything, it's ONLY posted in the parking spots where patrons who are picking up their held materials are supposed to park for curbside service.

How the new text service is supposed to go:
Patron: Hi I'm here to get my books.
Chatbot: Welcome to [library system]'s curbside service! Text "book" to get started.
Patron: Book
Chatbot: What is your first and last name?
Patron: Ramona Quimby
Chatbot: What parking spot are you in?
Patron: Spot 1
At this point, on the staff side, we get a message saying:
Name: Ramona Quimby
Parking spot: Spot 1 

Them we trot cheerfully out to Ms Quimby, who is indeed actually parked in spot #1 and is even wearing a face mask and keeping her window rolled up, and has her trunk popped, and we drop her stuff in the trunk and close it and she drives away. Brilliant, right? Here's how the chatbot actually works. It turns out you can type in absolutely f-ing anything in response to the chatbot's questions, so lots of 'conversations' go like this:

Patron: why can't I come into the library to print?
Chatbot: Welcome to [library system]'s curbside service! Text "book" to get started.
Patron: i don't want a book, I want to get n the computer!
Chatbot: What is your first and last name?
Patron: cruella deville
Chatbot: What parking spot are you in?
Patron: why does tha mattter??? i just want to come in the library!
Staff member (who can only see: "Name: Cruella Deville. Parking spot:
why does tha mattter??? i just want to come in the library!"): Hi Ms. Deville. I'm sorry, but no one can come into the library right now. Did you need to pick up your requests?
Patron: no I need to get on a f-ing computer!!!!!!!!
Staff member: I'm sorry, but you can't do that right now. If you'd like to call us at [redacted], we might be able to help you find somewhere else than can help you with what you need.
Staff member: *bangs head on desk in frustration*