My partner has dyslexia and finds forms overwhelming. Chatbots break this down and (I suspect) give the same feeling of guidance. As for specific examples NHS has some terribly overwhelming forms and processes - image search IAPTUS.

Another example; I was part of a team that created a chatbot which helped navigate internal systems for call centre operators. If a customer called in, we would pick up on keywords and that provided quick links for the operator and pre-fill details like accounts etc. The operator could type questions too which would bring up the relevant docs or links. I did think looking into the UX would’ve been a better time spend and solved more problems as the system was chaos but “client wants”. What we built in the end did work well and reduced onboarding and training by 2 weeks.