I think that both gambling platforms and exchanges would prefer to replace support agents with AI bots, but for now, it's ineffective.
We are getting there. It's going to take a while, but it will happen. There already are many services where you first speak to an AI bot who analyzes your questions and offers answers based on documentation in the site's FAQ, T&Cs, and other sources. Only if they can't solve your problem or you are not satisfied with the support, you can ask to be connected to a human agent who will handle your inquires.
I always ask to talk with support agents and not with AI bots because they just give the answer based on the normal situation. Those answer is written in their T&C and the bot just gives the solution by giving the link. The use of AI bot in the chat is because many people don't read T&C so the casino gives links that will directly to that T&C page or other pages. But if that is about a problem that is not listed on their T&C, we can ask to connect to support agents.