I tried it yesterday because on paper it sounded really great. However, in our daily business, it made things more uncomfortable. Every chat in the Inbox just says "Talk to a person" (so you can't get an overview about open topics from customers).
Does anybody use the new feature with an actual customer service team? It's probably a great addition for teams that are not doing live chat.
We do! And you are right! We use the looping bot that ends with "Get more help" option, and we redirect our clients on the Free of charge package to the "Submit a form page". In other words, we use it for clients who don't have access to live chat 
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