Actually what really matters for a call center is having the problem I called in for resolved promptly.
If you just exposed all the functionality as buttons on the website, or even as AI, I'd be able to fix the problems myself!
And I say that while working for a company making call centre AIs... double ironic!
A couple have had a low threshold for "this didn't solve my answer" and directed me to a human, but others are impossible to escape.
On the other hand, I've had more success with a problem actually getting resolved by a chatbot without speaking to someone more recently... But not a lot more. Ususally I think that because I skew technical and treat Support as a last resort, I've tried everything it wants to suggest.
Helping the customer is not really the goal. They provide feedback that gives valuable insight into the dysfunctional part of the company so that things can improve. Maybe even generate an investor report from it.
Many (most?) call centers won't do much more than telling you to turn it off and on again, even when you're talking to a real person. (And for many cutomers, that is really all they need.)