It is difficult to know who you are chatting with. I was using the support for my antivirus product, and after a while it said, hang on, I'm transferring you to human agent. The human agent took a long time with his answers, so I could see him typing, stopping, then typing again, just like human would. Then after a while he wrote that I would be transferred to the second level support. This was a woman who started by saying, I'm sorry our support bot could not help you, please give me some time to review the issue.
So, was their human support a bot after all, despite the slow typing? Or did the second level supporter not know that they have human first level supporters?
So, was their human support a bot after all, despite the slow typing? Or did the second level supporter not know that they have human first level supporters?