Whats everyone general opinions on live agents - especially like Google studio

We've created Sammy Guides which is a live agent that walks you through tasks - the aim is to be a better experience than watching a tutorial video and then implementing what you learnt - rather have a live agent walk you through and have two birds one stone. 

But this tech has been around for a while and curious whats stopping people from adopting live agents at a larger scale? Google Studio Live released 6 months ago for context.