We thought about it, but we used to offer live chat to logged in users and very few customers ever used it... making staffing live chat availability a big human burden for almost no use.

When AI chatbots could answer most general questions, we rolled out an alpha test and saw that... even with a chatbot, almost no one uses chat in our industry.

We've now gone for "smart search" with meaning recognition rather than a chat. That way, everyone searching gets benefits of the AI's knowledge without having to open a chat.