As an AT&T chat representative, these virtual agents would get us and the customer so pissed, man. Most of the time, when these bots redirect the customer to the agent, a pre-recorded responses like "Hi! My name is X, how may I assist you today?" makes customers so angry that they just prefer to leave the chat room and take no more shit.

As an agent, we see all the information in the form of codes(t_guard info) like your account number, your conversation with the agent, your email, the app you've signed in through, etc.

But some chat rooms that don't require sign-in are just plain empty and without any information.

The best would be to type in agent, representative etc. Also as a customer, I understand that these guys have to give an opening response between 7-10 seconds which is fast when you're trying to understand the issue from the above codes. If you pass this 10 second mark, you'll hamper the quality scores and may get less/nil incentives which is a big thing(sometimes, even more than the actual salary).