Yes, most support chats seem to be to an absent minded human, with the propensity to use my name and the same inane phrases ("I'm sorry you're experiencing this problem") a bit too much.
I imagined the following causes:
- absent-mindedness: being in too many customer chats at the same time.
- inanity - too much reliance on macro-coded phrases (F1 = "My name is Jane, how may I help you"; ... F11 = "You should call technical support at nnn-nnn-nnnn")