I specifically chose "phone call" because it's an instant response, and you're certain you're talking to a human being - someone who can empathize, and who can elevate, and who's focused on you, right now.

A chat box? That can be a bot. That can be someone in a call center in Hyderabad or Abilene. That can be someone juggling five conversations at the same time, whose ability to escalate starts and ends at a button, the effects of which they don't even really understand.