We can! We also know how to use web search, read an FAQ, interpret posted policies…

Some folks can’t find buttons under “My Account” but can find the chat box in the corner.

Also I suspect traditionally, you’ve been able to protect features from [ab]use by making them accessible to agents. Someone who would click a “request refund” button may not be willing to ask for a refund. I wonder how this will change as chatbots are popularized.