Helped my ex-mother-in-law with her application for a new flat today.
It wasn't a bad system, but when we tried it on her iPad, the system showed an empty browser page. On a hunch, I got my laptop out and sure enough, it was an AI chatbot. We went through the questions and got all the paperwork uploaded, but it wasn't easy. Had she been alone, she would have given up.
Using a clever AI system for your business is fine, but don't forget accessibility for ALL users.