If the online chat can look up my info, cross-ref databases, and get me going on my way in 10 minutes, I think it's a win. That being said, I would hope whomev

If the online chat can look up my info, cross-ref databases, and get me going on my way in 10 minutes, I think it's a win. That being said, I would hope whomever is tasked with the job enjoys it, and that the human is freed up to do what they're passionate about, instead of taking my customer service request.