Why Not Only Bot? Why Not Only Humans?
Chat is transcending itself into business communication and has already become the most-used channel of communication. Every two in three online businesses depend upon chat solutions to engage with their website visitors.
It is mainly because customers look for immediate answers, and are better engaged with the introduction of Live Chat and Chatbots as a channel for customer support.
But with the multiplicity of choices, businesses are left confused in choosing an agent-operated live chat or one with chatbots. Some may actually need both, whereas many do not realize it!
How do they differ and how will each help you deliver an enhanced support experience and ultimately deliver your business goals? Let’s jump right into it.
Live Chat Vs Chatbots
Usually, managed live chat refers to customer engagement through human-to-human interaction, unlike AI-powered chatbots that automate responses to support queries.
Together, Live chat and chatbots can provide a high-quality customer support experience. Let’s draw comparisons based on use-cases:
| Feature Face-Off |
Live Chat |
AI Chatbot |
| 24/7 support |
Very few providers like Livserv offer 24/7 agent support for businesses. |
Al chatbots are designed to stay active 24/7 and resolve inquiries. |
| Handling complex issues |
Complex customer support issue requires personalized communication.
Livserv provides well-trained agents to act in accordance with your brand value. |
Though chatbots are now powered by Artificial Intelligence (AI) and Machine Learning (ML), chatbots are yet to evolve and resolve complex customer queries. |
| Response time |
Livserv offers first-in-class round-the-solutions that offer less than 50 seconds of response time. |
Undoubtedly, AI chatbots respond quickly and simulate pre-loaded instructions. |
| Personalized response |
Live chat powered by human agents is a clear winner to empathize with your customers in a real way. |
AI-powered chatbots save customer data, provide contextual support, and send proactive messages. |
| Customer satisfaction |
Livserv agents are capable of understanding the mood and tone of the customer and are skilled in delivering the right support to the customers. |
However, we have also seen that instant responses also boost customer satisfaction and chatbots are extremely capable of doing it. |
| Cost-efficiency |
Live chat customer service platform is the best fit as it can connect prospects directly to the business owners.
However, the cost of the agent-operated chat is higher. Yet it remains truly cost-effective as it enhances the overall customer experience. |
It suits businesses that have a huge volume of incoming queries. |
Livserv Hybrid Chat Solution
Despite a hostile takeover of AI chatbots over agent-powered live chat for cost-effectiveness, Live Chat and Chatbots still co-exist.
Today, businesses use a combination of both, where customers can get answers tailored to their previous interactions from the bots but can be also redirected to live agents if required to continue the conversation.
A combination of managed Live Chat and Chatbots helps businesses entertain huge volumes of inquiries and at the same time provide personalized attention to every customer in real-time.
Further, chat providers like Livserv offer useful integrations to provide customer support on a wide range of online channels like Facebook, WhatsApp, Instagram & more.
Try Livserv for free and see improvement in customer engagement!