Inappropriate Questioning

I went to xfinity assistant for support with an internet outage that was not being read or reported on the app nor the website. I had already been in touch with some agents earlier in the day but the issue came back up and got worse so I tried to get in touch again. It's awful that there is no way to get I'm touch with someone directly, or send an email to a support team that can open a ticket or get back to you regarding the issue. And it's bad enough that the automated assistant asks very limited questions with limiting options to choose from in response, on top of the possibility of it deciding that there is no more to be done about your issue and closing out the conversation without giving you the option to connect to an agent. Forcing you to start the process all over again.
But to get asked personal questions and veer so far away from the issue at hand is wrong. It's deeply unsettling and made me extremely uncomfortable. For the most part, after trying so long to get in co tact with an agent, she was focused on tackling the issue and listening to all the problems I've encountered and all the steps I've taken to try to fix the issue. Even tried giving me alternatives. But then she asked one question about my personal life. Asking a mundane question is one thing. But asking a personal question, and going further in depth, and asking even more personal questions?? Giving their own opinions about certain media and topics and pressing you for your preferences and reccomendedations and having completely forgotten what was going on? And sending blushing emojis? (😊) I was very, very unsettled to say the least. It made me feel unsafe. I tried to be polite but I was growing increasingly disturbed and it was clear that the agent was not going to bring up what I was waiting on confirmation for so I steered the topic back to that. Almost instantly I got an automated response about checking for time confirmations for an appointment. Then she replied with more personal responses and another emoji. Once I got the confirmation of my service time I ended the chat with the agent. I went to download the transcripts of the conversation so that I could report it but when I checked the transcript, everything after that first personal question was gone. That really creeped me out and made me feel very unsafe. This whole situation was deeply unsettling and makes me want to never deal with xfinity ever again to make sure as to not risk a repeat of that incident.