Overall I had very mixed experience with chats for support, because it is impossible to get past the bot. Or if, it takes age for a human to show up, then they disconnect if i don't respond immediately.
But my bank, which is horrible is many ways, has implemented it exactly right and the chat has been my main way of interacting with them for a year or so. It starts out with a chatbot listing common FAQ topic but also says that at any point I can just type "Asesor" (Advisor) to be connected to a human, which usually takes little less than a minute. They can then trigger authentication from within the chat so they can actually do basic things related to the products (but not things like e.g. doing transfers).
But my bank, which is horrible is many ways, has implemented it exactly right and the chat has been my main way of interacting with them for a year or so. It starts out with a chatbot listing common FAQ topic but also says that at any point I can just type "Asesor" (Advisor) to be connected to a human, which usually takes little less than a minute. They can then trigger authentication from within the chat so they can actually do basic things related to the products (but not things like e.g. doing transfers).