As most of you probably know from work, written communication is much more prone to misunderstandings than verbal one. Furthermore, I don't type quicker on the phone than I speak.

Thus, in my view, I prefer the phone over messaging. This is nothing but a service reduction. They'll try to use this in order to reduce cost, but outsourcing this or by letting bots answer queries.

They're downgrading customer service, masquerading it as an improvement because now they're using this cooler new technology.