Interesting article, and I definitely agree I prefer clear instructions when those are possible.
I only have an objection. When it’s said that no matter how well chatbots behave, it’s bad design, and that they’re being used to substitute expensive people; well, expensive people’s interface is chatting too. So in that regard I’m not sure there’s a meaningful difference. Obviously there is if the chatbot is badly behaved, but the article says that it’s a problem even setting that aside.
I’m not very convinced by this article. A lot of the “realities” are not, they’re policy choices. Just as an example, the notion of the non-driving elderly adult having to be taken by their child to some office to get an ID is just a consequence of the US choosing not to have compulsory and free or nominal charge ID for all residents. Most of the other objections are equally dependent on specific policy choices, which may apply in some places and not others.