Using a mobile app for the first time is a pain. First, you have to find the app you want; then you wait for it to download; and then you register your account. Having spent several minutes to reach that point, you then still have to learn how to use it — “Where do I actually go to order the food again?” — all for an experience you may never even come back to.
A chatbot, by contrast, is immediately accessible. You can start chatting with it by scanning a code, typing in a username, or tapping a link. With one tap, you give it permission to access your account. Then, because the interaction is just a conversation, you immediately know how to use it. The entire process takes seconds instead of minutes. There’s no download, no account creation, and no learning curve.