I find the virtual assistant chat to be annoying and so far useless. I don't often need agent assistance but in the past 3 months I have. Each time I have contacted Telus for help I am connected to a virtual assistant who doesn't understand my request and continually offers options that have nothing to do with my query. It is incredibly frustrating. I have needed a call back for each issue so far. In the past I could get assistance by live agents via chat who were helpful and available on my schedule. I can't seem to find an option to chat with a live agent and most recently even my telephone call was answered by a virtual operator who continually gave me help options that didn't match my query. Virtual assistants equals poor customer service.
