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Mornin Yago,

Yes, there are people that "don't navigate and just ask those questions"... my sweet wife Cindy is the poster child of this group * 

That being said, plz look at the Real Questions from chat transcripts (below),

• “Interested in an suv with good mpg”
• “we would also want to look into all new & used 3rd row seating SUV's”
• “is there any way to search just for 7 passenger vehicles?
• "what other models besides minivans and dodge journeys seat 7, the traverse is too pricey”
• “I am looking for not sure what kind of car but not too old, around $12,000 if possible. In that type of ball park. Thank you.”

I went to my website and make each search happen.  FAIL.  Try it on yours... you'll see.   Also, deeply consider that these are high quality questions because they are what every sales rep hears every day.

HTH

Joe

*From a audience study perspective, we know they're out there, but, they are a small share of the total audience.  I have a framework for this  persona, they are  "extroverted people with low problem solving skills & low internet IQ" (aka old school).  That being said, I think these shoppers are a DIFFERENT design challenge (i.e. how to make chat a better UX for them)