[headcanon]

I'll add to what others have replied - there are literally billions of humans who have never filled out a web form, but are comfortable texting. Even tech-savvy people might even prefer doing things that way. Interface style is incredibly important from a user experience perspective and can mean the difference between people using the service and people not using it.

[true_religion]

It seems that people are more willing to treat a computer they text with like its a confused person, and work through the troubles. When its a web form though, or an application, they're more likely to act as if the computer is malicious or as if it is mocking them for their ignorance.

Computers are closer to the first mental model than the last---they don't understand the full context of any situation, and when it comes to things like 'understanding' your typical app is programmed to a level less than the average 4 year old.