As far as the People's Jewellers thing goes, there doesn't look like the website even has a livechat function. I'm more intrigued by the "see what's in store" thing, but I'm probably only surprised because our agency's clients do not do retail.
Thanks for this clarification! I figured it must've been Merchant-center connected. I knew about GMC products, but I just never stumbled on it in the knowledge panel itself.This is a locally available product catalog configured with Google Merchant Center and also linked to a GBP profile. When someone uses Merchant, it is much easier to integrate than connecting an external chat.