A decent search and good organization can help a more technical person find what they are looking for, but may not work well for someone with far less experience in such matters. Look at how well google returns (or at least use to) results for someone with google-fu verses someone who queried in the same fashion they would've asked a teacher or such.

A chat bot, in theory, can help enable someone who isn't as familiar with searching, doesn't know the relevant terms, or lacks a sufficient literacy level to efficiently use an otherwise well organized site. The catch is that a poorly performing chat bot can just as easily mislead such a person.