[codingdave]

> It is frequently asserted that users prefer chatbots

Who is asserting that? Is there data to back it up? And which audiences are we talking about? Which products? Which industries?

As far as how I'd decide, I'd ask people. Data is a good thing to use when making decisions. Don't let data dictate all decisions, but don't just blindly guess either. Ask, measure, analyze, and think about the results. Then decide.