Does anyone get a different experience between Chat and phone?

For my Amex Plat, I used the chat feature twice, and they kept saying no retention offers are available for me yet. When I called the next time, they said there was an offer available.

For my wife's Amex plat, I used the chat feature once, no retention offer yet. Called again the next day and there was an offer available. I'm wondering if this is a coincidence, or if their phone reps have access to better/more offers.

I asked about the chat feature after the annual fee was posted every time.