Agreed with pretty much everything above. That being said useful automation in case of irrops is also really useful.

E.g. United offers you various options (sometimes more useful sometimes less) on the website and in the app without that stupid chatbot dance, and it has worked great for me multiple times and saved UA a call to their often but not always competent agents.

Maybe it's just me, but I think the soft product on airplanes is completely overrated. I want a lie flat seat at night and at least a PE seat at day, plenty of water and coffee and the chance to eat something if I have to although I prefer doing that outside the plane anyway.