Bot response is automated as we all know, just as you have also said, they provide information base on what has already been set up for them, however, each time they have already given their last information piece, there the later provided with the option to be transferred to an online customer agent, which when we feels not satisfied enough by what had been provided, we may choose to get transferred to an online agent for more accurate engagement, but it's a pity now that you discover some gambling platforms only subjecting their users to bot and not a live customer support agent, such should not be, because not all issues can the bit handles like the way an agent could deal and relate with a customer.
A bot usually won't be able to resolve people's issues. They can only redirect people to specific pages where the information is stored. For example if anyone ask in chat about the KYC policy for the site, the bot will give the link to the section that contains the particular information. The bot may be useful in providing general support to the gamblers but if someone has a complex issue then only the live agent can help. While bots are cheap to implement, it is always good that the gambling site should have some 8 to 10 hours, if not 24/7, when a live agent is available to support users.