It was interesting that the stats they were talking about were time to respond and time to close, which are both key customer service stats. I'd be interested to know what the customer satisfaction rating was.

If I message, and someone answers immediately, but I figure out it's a bot and I'm not getting anywhere after a minute, I stop and leave a bad review. From a time standpoint, the interaction looks great. When you integrate the CSAT score, it's terrible. A quick response contributes to a good interaction, but it doesn't make it good outright, unless you don't actually care about whether customers are helped.