There is usually a person sitting there who has a menu of canned responses as well as the capacity to speak to you. I am not saying this is the case there, but it is common to online chat programs in general.
The chat personell usually will pop canned responses to very common questions rather than typing the same thing 50 times a day. It is understandable.
Some manage this well and make sure the personal touch and attention is always there, even if much of the conversation is canned. Others don’t handle it well or the individual chatter is just lazy.