Have you ever called support over phone and waited a long time for a simple question? Annoying, yes? A chatbot can often answer that simple question immediately. So yes, people do like chatbots as long they at least manage to get most of the simple questions right.

For example in our case, clients often have problems logging in. With our chatbot they can easily get a one time password sent to their phone. With a regular search/faq they would have never known about that, because they are often too frustrated with the UI experience for finding that information. With a natural language conversation, it is easier :-)