An assistant uses warm phrases but does not offer a solution to the client's problem. I propose to distinguish tone and capacity for intervention.
In the example, the person receives repeated excuses without being able to talk to a referent. Courtesy is useful but does not replace a functioning service.
A process should make it possible to understand what can be done and when to change the channel. The appearance of understanding must not make it more difficult to recognize that the request has not really been addressed.