[Spivak]

If having to disclose to your users/customers that they're interacting with a bot makes them stop interacting then that sucks for you. I work in this space and we proudly advertise when you're talking to a bot and our users actually choose it over the option to connect to a human.

Our staff do better work but the bot is instant. It seems people would rather go back and forth a few times and be in the drivers seat than wait on a person.

[nico]

I see a similar phenomenon in a lot of places that have both kiosks and counters with people. But it seems to depend on how simple the transaction or process is

If it’s simple enough for self-service, most people prefer the kiosks, sometimes even queueing for the kiosks and avoiding the people at the counters (eg. movie theaters, fast food places, supermarket checkout)

But if it’s something more complicated, people tend to either prefer (or end up anyway at) the counters with people (eg. airports, car rentals, in-store customer service)