[smoe]

Overall I had very mixed experience with chats for support, because it is impossible to get past the bot. Or if, it takes age for a human to show up, then they disconnect if i don't respond immediately.

But my bank, which is horrible is many ways, has implemented it exactly right and the chat has been my main way of interacting with them for a year or so. It starts out with a chatbot listing common FAQ topic but also says that at any point I can just type "Asesor" (Advisor) to be connected to a human, which usually takes little less than a minute. They can then trigger authentication from within the chat so they can actually do basic things related to the products (but not things like e.g. doing transfers).