>> Unfortunately there is a segment of the population that is completely incapable of filling in a form.

I work in accessibility.

Most of the forms I've worked with are horrendously bad for accessibility. Chat bots are even worse. People with vision or cognitive issues are an afterthought these days. As we've forced more and more people to use these poorly coded or poorly designed applications and moved away from allowing people to talk to an actual person, we are creating an internet that is increasingly less accessible to people who really need it.

The sad thing is way too many devs I work with have no idea how to write semantic HTML any more. Just simple things like putting things in an unordered list seems beyond some of the frameworks and CMS they use.