One experience I had with a bank that was hard in the past was querying specific account information, specifically routing numbers. Either search would tell me

One experience I had with a bank that was hard in the past was querying specific account information, specifically routing numbers. Either search would tell me where to look on a check (great let me go find those) or give a generic FAQ. A chat interface can provide that without having weird navigation to boot. To be fair the bank did fix that search recently so it shows me my actual routing numbers now. Also I just spent 50 minutes in chat with either a bot (or possibly human named Anil) with Comcast trying to sort out a billing issue. Spent 20 minutes trying to point out the lines in the bill I was disputing though I got the credit but I'm not sure if they actually knew why they were giving it. I'm not sure if it would have been faster to call by phone (usually not) but I thought I'd try the chat interface. I wonder if a good bot might be able to figure out context and get a human involved and give them relevant context faster and sped that interaction up.