Because if you work in a call center/chat center 99% of your customers are asking the same 20-30 questions. You and I might be bright enough to read the Kb or search google but many people are not. A talented user support person is going to cost a company $40-60k/year and can only handle so many requests at a time.
I understand that, I'm just not sure why it has to be done with a chat bot. I've seen companies achieve the same by just having a simple option tree system before you get to the support agent (and divert you to self-service if possible).
