Why have a chat option?

Why have any online customer service? I tried to update my plans; I got some worthless streaming router sent to me. It's 2025; most people have a Smart TV, but online it said that I need this equipment. I went to the online chat, and, well, after 10 minutes of arguing with AI, a "live" agent came on to say he would help me. After 20 minutes of him just asking, "Are we connected?" and then saying, "Thank you," I figured Konal in Bangladesh had no real solutions. I think his job is to wait people out until they disconnect. So now I have this router that I guess I am going to have to drive an hour from home and return to a store, just so they can try and sell me a cell plan, which I will have to say no to about 5 times before leaving. This monopoly NBC has of this stuff is just ridiculous. I wish the federal government would make NBC break up and sell the Xfinity side of the mega-corp.