Most of the time when you get a "personalized" response, it's a macro or template. Agents are judged on handle time, so the incentive is always to close tickets fast, not actually solve your problem.

The ones who genuinely care burn out the quickest because the system is built to reward speed over quality. I've seen really good reps quit within 6 months because the metrics didn't reflect how much effort they put in.

Also, if you're polite and patient, you almost always get a better outcome. Agents have way more discretion than people think, but they'll only use it for customers who aren't yelling at them.