Agreed, though as a customer my biggest pet peeve is having to talk to someone because the functionality is inexplicably not available on their website. If having a chat bot to do this gets around the issue I’m all for it.

A good example even before the whole LLM boom is that one of the couriers in my country (Purolator) implemented a truly useful chat bot a few years ago. I can do all kinds of stuff with it that you would have to call any other courier to get done, such as update my address to let the driver know a buzzer number.