Chatbots are like IVR systems and phone trees. It's a neat idea, but they are a pain in the ass, nobody likes them, and their benefit over a human is marginal in a best case scenario.
Unfortunately, the IVRs persisted. It's going to be more complex for chatbots though because they will have to compete with other automated solutions that are proven to work to some degree, including phone trees.
I think they are great, I can load them up in one window, keep working, respond when necessary, and get my problem solved. Much better than a phone call where I have to wait 30 minutes, and can't cut and paste.