I'm Gen-Z and talking to a human representative of a company makes me much more confident that something will happen as a result of my efforts (though still not certain).

I scheduled an apartment viewing recently, and the only method they provided to do so was chatting with an AI (seriously)... I then tried and failed to find a way to contact a human for confirmation multiple times. Lo and behold nobody at the leasing office when I showed up at the scheduled time. Came back later and eventually found somebody - they had not seen anything I'd done with the bot.

Software for small businesses and local governments is often really bad and I'd much prefer to make sure a person knows what I'm trying to get accomplished.