That hasn't been my experience with Amex chats at all. I usually get connected quite fast and don't have to deal with bots (vs the likes of Uber and Amazon chat system that are infuriatingly head banging until they get you to a rep), and if it's for something easy like changing the airline choice I can get it accomplished pretty quickly and avoid calling multiple times to get someone who will do it which is a bigger waste of time to me.

I personally have an aversion to making calls and find myself having to key in too much stuff and repeating voice prompts too many times until I get connected to a person. So obviously everyone has their personal experiences and preferences that they go by and do what works for them.