Another data point:
Needing to change some segments on my and Mrs' flights (booked in separate PNR because of different return dates)... After 1 hour, I hung up after calling in (on Sunday) to CPH office. But was able to get someone on the chatbot in 45 minutes.
We were able to change itineraries for both PNRs. However, the initial chat was interrupted, and upon reloading the browser page, I lost the context, so I was kicked to the back of the chatbot queue.

As I had to go outside, I started a new chatbot from Facebook Messenger and was able to re-engage the conversation with another agent - it took another 45 minutes to get back online with an agent with FB Messenger.
I'm now expecting a call back to provide payment for the fee for changing the destination (rerouting fee). I'm told this will be in 24-72 hours.