My experience with the agent was fine. She did a good job.
My advice to your customer service system, completely aside from my last exchange with it, is to publish, both on the Web and on the myDish app, a list of channels outside of any bundle, so customers can put together a channel line-up that is as close to à la carte as possible. That way customers can base their plans on what they actually want, rather than on the bundles you offer.
Also, please don't prompt a customer to pay when the customer already has autopay, and your system knows it. Prompting for payment by default is rude, looks greedy and clueless, and only gets in the way of whatever the customer is looking for.