Last time I tried using real-time chat support for a technical issue, I spent 30 minutes explaining my problem to a human only to find out they were a sales rep whose only solution was to sell me more services. Once I said I didn't want that, they transferred me to tech support who gaslit me and left me on read long enough to make my session time out.

I think of support channels are just there to deflect customers and not really support anything. An AI bot will have infinite patience for that kind of interaction. Empowerment is never part of the equation.