It's convenient, efficient, and knowledgeable. It doesn't try to talk to you. And the user is in total control.
Customers ranks convenience, efficiency, and knowledge as the highest priority factors when they interact with support. Executing well on these areas can increase the dollar spend to customer ratio by 40%.
Live chat with humans is far ranked far lower and is less relevant with your customers
Source: PwC 2017-2018 Future Of Customer Experience Survey