I suspect most people had rather not engage with anything when shopping for products they’re embarrassed to be seen buying. If they’re in a position where they have no choice but to have interactive contact (can’t imagine why, unless dealing with some unusual allergies and needing to confirm what’s in the product), they probably think the chatbot is less likely to judge them, which is . . . not entirely untrue. It just leaves out the issue of a human possibly reading the chat transcript afterwards.