Like!!!!!!!
You just got it right on point. Human reasoning can never be compared with that of bots, human actions constitute of several factors which bots do not possess even a half of.
I remember when I went to the bank to rectify issues with my bank card and the customers were forming a long queue, one of the bank workers came to me and advised me to chat with their bot after I narrated my issues to him.
That was my biggest mistake because I found no solution at the end because if there is a little similarity between two different questions, the bot would always offer same answers. Just annoying.