When I need live chat support, it's because I've already exhausted the help center and can't find my answer elsewhere. I really do need to speak with a human.
Fortunately, many chatbots in my experience will indeed switch over to human support if I write "I want to speak with a human". I'm glad they take that into account.
I'm glad you had that experience. In my experiences with both website based and call center based chat bots, the primary goal is to make it as difficult as possible to reach a real person, if I have a detailed question. I'll get a few menu options and maybe a link to an FAQ. I find it unbearable.
You, along with most people on this site, are not the average consumer for these type of chat apps though. People aren't exhausting the help center, reading FAQ's, searching other sites, they're probably barely even reading anything on a help center at all.
I approach it from the other direction nowadays. I'll hit up live chat instead of checking the help center. If they're going to annoy me with that on every page, I'm going to use it. And if it wastes their time on something trivial, that's on them.
Does that actually benefit you though? Is it more efficient for you to wade through a chatbot or wait for a human to respond rather than read the documentation?
Fortunately, many chatbots in my experience will indeed switch over to human support if I write "I want to speak with a human". I'm glad they take that into account.