Pretty sure this is false in most countries. You are required to disclose purchases and declare values, even for personal use. If they hit a certain thresholds, you’ll have to pay a tax.
Now I’m sure most people just ignore this, because practically they don’t know which items you carried with you and which you purchased. But it isn’t legal.
Never had a call end with a chatbot/call tree solving anything. The only times I call is because I know a need a human override with something.
(I understand there’s probably a large portion of their call volume that can be solved via bots.)