...I think you may just be on the receiving end of a lot of chat bots. I'd give the opposite advice. Once you've got another human being on the line, use them

...I think you may just be on the receiving end of a lot of chat bots. I'd give the opposite advice. Once you've got another human being on the line, use them to their fullest capability. Ask them questions, try to gather information from the tools they have at their disposal, begin traversing their internal contact graph. They are people. Human beings. Even if they are in a crappy position at the moment, even if they generally follow a script, you can get so much more done than you'd ever approach getting done with a chatbot. Show me a chatbot that can fire off a slack message to their manager, the QA group, hit up the knowledge base, be educated by the caller, and I'll show you a human being on the other end of the line. Show me the opposite, and I'll show you either a disengaged human, or the work output of an engineer looking to add AI or ML to their resume, or a conscious decision by management to cut cost by burning customer goodwill.