logic_probe
If I'm on a company website for tech support, or have problems with an order, I've seen real live chats, where there's a person on the other side, be useful. It's better than, say, abandoning a complicated order, calling in, and seeing if the agent can find you cart, etc.
I think this Wired article is referring to scanning on the User's device. Apple may have wanted to do this so they could enable end-to-end encryption and still be able to comply with "secret" government requests.
I'm not sure why companies agree to do this scanning in the first place. Somehow our government applies pressure to the companies to add these scanners. And it's hard for be to believe that "CSAM" is all they're looking for.
That's an awfully bold statement! I'm quite happy in the Microsoft ecosystem for OneDrive, etc, and I'm not reading this and jumping to Apple. I'm not sure if most people care about these claims, and the people who are very security aware probably don't believe them.