Because there are two distinct areas: 1) Pushing a chatbot where you previously had a human chat is plain wrong, especially when it pretends to be human "Hi it

Because there are two distinct areas: 1) Pushing a chatbot where you previously had a human chat is plain wrong, especially when it pretends to be human "Hi it's Lynda!" 2) Adding functionality to permit users to ask questions and receive relevant answers instead of reading the documentation as an option to the former might be a good thing if presented properly and implemented well (which almost never happens - what you get is an annoying popup that is practically useless half of the time)