> It highlights a lack of user education
Education in what? That they shouldn't trust companies because they eavesdrop on them? Please don't blame deceitful practices on the victims.
> if they expect their typed input to a website to be private.
Most chat apps work that way. Others only see what you typed once you send it. Just because the now obscure `talk` worked differently is no excuse.
The deception starts where the agents' responses are not relayed as they type! I don't see how you could explain this asymmetry in innocent terms. It clearly benefits the shop without them being open about it.