There's a third case: dealing with folks who just aren't technically savvy enough to figure some things out on there own, no matter how intuitive, well documented, or fully featured your product is.

I think I'd rather troubleshoot with a well-scripted AI chatbot, than a human being who's forced into the role of an automaton - executing directly from a script. Just, FFS, let me escalate to an actual competently trained human being once I've been through the troubleshooting.