I think people clicking through websites will be viewed the same as people going to the library and reading through books to research.
replyYou just get the information you need way quicker.
Recently I had to make changes to cancel my flight. Luckily the website had an agent and I used it to cancel my flight. Didn't have to wait for an email/chat or worse call.
I even rescheduled my flight using the same website agent.
It's just way more convenient.
I'd tend to say that it is probably because they haven't yet crippled their AI bot with the same dark patterns (trying to make you select insurance, paid selection of seats, additional luggages, rented car at the airport) as they do on the website.
replyAirlines websites could be so much simpler and quick to use if they weren't designed to be full of traps.
Don't expect that edge to persist indefinitely, they are in the adoption phase.
It becomes a problem when individual users are driving these agents for them, locally through computer use.
replyThe problem is that the agents can not be trusted to do things so at the end of the day you wade through loads of crap and they cant solve your problem because they usually only have the same powers you do.
replyGreat if grandma doesnt know how to use a web form, fucking useless for everyone else.