Yes, it will start by saying "Hi _________, I'm Vera - your virtual assistant...... I am still in a learning process. Please try again by inputting the keywords or shorten questions."

Me: "Speak to an agent"
CX: "Sure, I'm now connecting you to Customer Care."

It then asks me to input my booking reference and also my Marco Polo Club / Asia Miles number.
After entering my membership number, an agent usually replies within 30 minutes.

This works smoothly for me and I haven't had any problems - I've used the WhatsApp mainly for cancelling award tickets and checking on my (free) expiry date extensions.

But again, it may be because I'm a Diamond member and so the wait time is short and the service is better. Just today I tried calling to see how quickly they picked up, and I had zero wait time (at around 11am HK time) - my voice call was instantly answered.