> It may be viewed that way, but it’s also useful to empathize with someone and get more detail/nuance that can’t be conveyed simply over text. Especially when someone is not happy.
It can be, but maybe not when you're not actually replying to anything the other person wrote. The person who experienced the issues and chose to leave made a pretty clear list of "here is the exact reasons the bot is unbearable for us". This person who opened up the conversation is doing so via text, at least providing some sort of answer initially via the same channel before trying to get them to jump into a private call could have maybe came across a bit more empathic and collaborative.
It can be, but maybe not when you're not actually replying to anything the other person wrote. The person who experienced the issues and chose to leave made a pretty clear list of "here is the exact reasons the bot is unbearable for us". This person who opened up the conversation is doing so via text, at least providing some sort of answer initially via the same channel before trying to get them to jump into a private call could have maybe came across a bit more empathic and collaborative.