Chat interface is used to talk to people. If you talk to a machine, there is no point to mimic human behaviour, especially when current iterations of AI can't reason. There should be a better way to do this.
Like 90% of the time I want to chat to customer rep, because I want to let them now there were missing items in the delivery and I want re-delivery or refund. That could be a simple expert system with a few buttons. But businesses want to discourage people from returning anything, so they are building those time wasting widgets hoping a % of people give up.
Like if my time costs £200 per hour and the wrong delivery was worth £50, I am not going to spend more than 15 minutes on this, unless it is critical to the business.
This has nothing to do with helping customers, but to save money.