I think this is a good point. There is a lot of time spent in finding things nowadays. A small example: Was helping my wife (doing it myself) with updating her direct deposit information at her employer. I used their search, the first link has a page with a non-working section that doesn't work (tried two browsers), the second page didn't work, the third page is a general page which has a section with a working link. I use that link to go to a page with mostly whatever I need. Except it needs a branch code. Which we don't exactly know. Then it has some other confusing text which we don't know applies to us.

So while I am skeptical, I am starting to understand the value of a chatbot and possibly a single way to do things. Maybe the "easy" path via the chatbot and if someone is a real poweruser they can use the window and type all information themselves.