That's definitely how some companies use it. I needed a human from Comcast to help me with something, and instead of getting me on with a human (after spending

That's definitely how some companies use it. I needed a human from Comcast to help me with something, and instead of getting me on with a human (after spending a few minutes on the phone trying to communicate to the bot why I needed to talk to someone) it sent me an SMS with a link to their online chatbot and promptly hung up. I then called back and said my reason for calling was to "cancel my service," which of course got me through immediately to a human.