How do the chatbots work? If they only gather information to fill in a form - then I would prefer filling in the form myself. The other role of the chatbots mi

How do the chatbots work? If they only gather information to fill in a form - then I would prefer filling in the form myself. The other role of the chatbots might be discouraging people from doing actions that the company does not like - like taking refunds etc. I guess there will never be a solution in this area that would be welcomed by both customers and companies. By the way I have heard that in debt collection people prefer to talk to a chatbot than to a human, because it is more impersonal.