The implication to me is that the chat is with a human, who is using an AI tool with the intention of training that tool. What better way to train a new service than to launch it, then answer all the weird, unexpected questions with humans? Gradually more of the questions get answered, the AI gets better trained, and the human-AI becomes increasing more AI.
Further, as the AI gets better, the human working with it has to do less, so they can roll out the service to more users without requiring more staff. Perhaps eventually, no human is needed.