>1) What form it is (i.e. can I see it?)
You would need to spend thousands of dollars to become a customer, if you are not already one.
>An agent interacts with a user.
Correct, they are asked to describe their problem. There are some follow up questions, then some very specific questions if the form still isn't filled out.
>The agent has free reign to fill out the form fields.
Correct but there are actually very few free form fields and a lot of selections.
>Guided by the user, the agent helps will out form fields in a way which is more accurate than users typing into the field themselves.
Correct, the form is filled out correctly more often now
>Guided by the user, the agent helps will out form fields in a way which is faster than users typing into the field themselves.
No, I specifically said it is not. I can fill out a junk but valid form in about 10 seconds and valid with relevant data for testing in about 30 seconds. It is not a long form, but your selections will change the next selections. But I also helped build the form and have seen it go through every iteration.
>At any time the user can opt to stop interacting with the the agent and fill in the fields and the agent must understand what's happened independently of the chat context. i.e. The form state has to be part of the chat bot's context.
Would be a nice feature upgrade but if the user abandons the bot they just fill out the form as normal, same as if they decided to skip the bot at the beginning.
>At the end, the details filled in by the agent are distinguished from user inputs for user review.
Do you mean how do we know if the chat bot was used or whether it fills out the form. Both are trivial.
>Has it increased the number of people filling in the form, or completing it correctly (or both?) ?
The ideal case is that they never need to request help, but nearly all users will need help maybe once or twice a year unless something is really wrong. But yes, the number of users filling out the form incorrectly has decreased. Seems like the users don't mind spending 2-5 minutes per year chatting with the bot.