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But, as a business, when you have customers asking the same question over and over, doesn't that suggest a failing in how you're currently providing (or not providing) that information? Why is the solution a chat-bot and not adding to or improving the features of your website?

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Well if you are able to discover that the customers are asking the same question over and over, that's already a good use of the chatbot (as a "discovery" tool). Then you can indeed make sure the info is more visible in the website and iterate again.

Having a chat bot and a good website work hand in hand. Sometimes users don't immediately find the page they are looking for, or simply prefer to ask the bot and then be directed to the right place, rather than investigating for themselves.

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