Hi. I was using the chat today to confirm a mileage upgrade, and my agent sent someone else's itinerary to me, and then said "wrong chat" (screenshot below). This makes me wonder, how many customers does AA make their chat agents serve at one time? It surely does not take 5 minutes to check availability for mileage upgrades, so I guess that explains the common 3-5 and taking excessive amounts of time to preform simple tasks like seat selection.