I had an interesting experience with this a few months ago. I didn't see the chat widget on their website so I googled Delta live chat, clicked on the first link, and was chatting with an actual human in short order (well, I suppose it's possible it was a bot, but smartest bot I've ever met if so). Anyway, things were going along swimmingly until I reached a specific call to action phase. At that point, the Delta person asked me for some sort of employee credentials, which I was unable to provide. Then she forwarded my entire conversation to someone else who would get back to me with 24 hours. I'm mildly sad to report that this follow up never happened; at least Delta seems to be trying in this area.