I had to talk with a chat from Optimum Online about my internet recently. I think they are using AI, but mixed with a real customer service rep in some bizarre way. Every message is so wordy positive and sycophantic. "Of course I can help you do that right away!" (can you? can you really?)
But, eventually someone made some real changes to my account that I'd HOPE the wouldn't leave to an AI. There were long gaps between each response and I still had to wait 15 to talk to "someone"