She might have had a similar experience as me. I work for a company that sells industrial equipment, some of which has to make automated phone connections through Verizon Wireless for maintenance and monitoring. Shit was not working, so I emailed support. The answers were polite and vacuous. I badly needed an answer to that technical question and kept pressing on. It took me unreasonably long (like, 5 or six mails in both directions) to realize that the replies came from a fucking chat bot. 
Edit: I ended up telling our marketing guy to tell the customers that Verizon was unreliable and if they want their equipment to work they need to go through another operator.
