I agree entirely. There were many things that upset me about our system/process. We were a messaging based service (not voice) and we were trained to not lie,

I agree entirely. There were many things that upset me about our system/process. We were a messaging based service (not voice) and we were trained to not lie, but not be entirely forthcoming with folks either. For example, if they asked about privacy, we would skirt around the situation or point them to legal documents rather than be honest. Another example is that on rare occasion, a person might be talking to a person and they had to leave. In those situations, one of us might continue to talk to them as if we were the other person. I always felt creepy doing this. Our service was very focused on making everything very procedural and standardized, but in doing so, I felt like we were simply serving up fast-food help- consistent but lacking in depth as well. I can see both sides of all of this... there were so many people that needed help and not enough volunteers, so standardizing helps. At the same time, I bet that today a ChatGPT service could do basically what we did (and I know they collected our chats and did analytics on them, so I bet that's what they're thinking too).