I suspect many people have never even used search tools that were powerful and allowed for highly targeted searching.
Dealing with chatbots, I always feel like I'm in a badly done Infocom text adventure, trying to play guess the verb to solve an obtuse puzzle. I've done a little work with some of these NLP services, and it's staggering how similar matching utterances to intents is to adding a custom verb to the Inform 6 parser, on the implementation side.
For me searching is garbage, because I get 10+ search results returned in often a random order based on key words. A FAQ with 5000 topics is enormous, and a typical search interface is a bad user experience for finding the answer for your question.
A chatbot, which is properly implemented and that cover the exact intent you are asking will return one answer, with maybe a few follow-up questions. Fast precise and natural, this is what people want.