For me it never does. Always throws me to a human agent. I haven't had a single case where a bot solved my issue.

The other day, the Synchrony chatbot was able to remove a fee that they had previously agreed to remove (delays on their end created a late fee on my end). I was shook.

But yeah, 99% of the time the bots are as useless as IVRs. "Please listen carefully as our menu options have changed. For quality assurance, your call may be monitored or recorded."

I think this is the biggest shift that us technically inclined people will need to make. Bots are becoming useful.