It's not (necessarily) a chat bot. I worked at a company that used Intercom, there were actually customer support reps responding to inquiries. It was actually a nice platform for triaging inquiries and support requests. You could even have side-conversations among employees in it, e.g. when one of our models gave weird predictions they would tag me in the conversation so I could tell them how to respond to the customer.

That said, having your website break when it's not loaded is bad.