I absolutely agree, and I also hate the automated chat systems which are even _worse_ than calling on the phone. It's trying to get the 'call tree' scripts out to chat. When if I'm online, a program script should be able to cover 80% of the issues, and the other 20% need a human touch for collecting the correct data or providing features missing; often intentionally from the website.
The local power company does this very well for reporting outages, and takes data that's hard to fit through a human that can recognize what the data means and get it to the correct departments and people.
Cable is the WORST in that respect. With zero transparency on what the root cause or investigation status. Also, insufficient and critically lacking detail (Is it JUST me, or is it my block, or is it the whole neighborhood or city, etc).
The local power company does this very well for reporting outages, and takes data that's hard to fit through a human that can recognize what the data means and get it to the correct departments and people.
Cable is the WORST in that respect. With zero transparency on what the root cause or investigation status. Also, insufficient and critically lacking detail (Is it JUST me, or is it my block, or is it the whole neighborhood or city, etc).