If I am trying to contact a business, it is because I have a question that their site wasn't able to answer, or I need to contact a representative to do something I can't do on the website (think canceling a service).
Having a talking FAQ page is, in my opinion, trying to compensate for lacking UX practices, and chances are that if the business didn't include the information I am seeking for in their website, they won't include it in the chatbot.
That said, I think that chatbots could assist customers in getting in contact with the right representative, but trying to have chatbots as a wall between getting human help is imho an anti-pattern
Having a talking FAQ page is, in my opinion, trying to compensate for lacking UX practices, and chances are that if the business didn't include the information I am seeking for in their website, they won't include it in the chatbot.
That said, I think that chatbots could assist customers in getting in contact with the right representative, but trying to have chatbots as a wall between getting human help is imho an anti-pattern