The main reason is it saves money and the company can trim their customer support team and reduce investment. It gets justified and sold by chatbot-churning ser

The main reason is it saves money and the company can trim their customer support team and reduce investment. It gets justified and sold by chatbot-churning services to clueless CTOs/sales teams as a cost saving way of guiding visitors towards things they need, and that it's much better for user experience. Companies see other companies doing it so it kind of becomes an expected standard on a site.