That’s a reasonable point, but I would argue that the same could be accomplished (with a better user-experience) with something like a “Not finding what you’re looking for, click here” shown on the website in the appropriate places that leads to a contact form. When you end up talking with a chatbot you have no way of knowing if it doesn’t have access to the information you’re looking for, or if you just haven’t asked it using the right key-words or terms. That can make it a significantly more frustrating experience then just using a contact form and waiting a day for a response.