system
A chat on subreddit /r/NoStupidQuestions
human
Thank you for that. I imagine I'm not in the minority by wanting a solution or answers to a problem when I call support, not small talk. That's just going to annoy me. Now if things come up organically sure, whatever, I'll talk to someone for 5 minutes about whatever.
gpt
&gt;  Now if things come up organically sure

That's exactly it.  It's not the agent's responsibility to start the small talk.  They just have to pleasantly carry on if the customer chooses to start up some small talk.  

THAT'S customer service.