Yes. The alternative these days is often a maze of a phone menu. If I can just say my issue in complete sentences and the AI routes it appropriately and otherwise acts on it as I want, that's pretty good.
Phone them and the only options were to get that information - no way to find out what depot it was at or how to collect it.
DHL now in the “do not use” file, but that only works when my supplier gives a choice, and is only relevant when all delivery providers are not identical.
I mean yeah if it's a bad model then it will be bad. If it's good then it's good. It's not like getting hold of a human in the call center guarantees anything either. They can be pretty useless too.
I fear that it is not used for routing, rather used for completely replacing the real person.