What to choose: live chat or chatbot?

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Learn more: 5 Tips for Creating an Effective Chatbot


Both chatbots and live chats offer unique advantages. Chatbots, with instant responses and 24/7 availability, and live chats, with human interactions that are hard to beat, each address different pain points and meet different needs.

Choose the tool that best suits you, based on your business, but also on your needs and customer preferences. In e-commerce, for example, live chats can help namibia telegram number database increase conversions. Often, in fact, a quick personal interaction can remove small doubts. In the public services sector, however, characterized by many recurring questions and standardized actions, an advanced AI chatbot could be the best solution.

So, before choosing a chat solution, always keep your use case in mind.

Chatbots and Live Chat: A Dynamic Combination
What if you could have the benefits of both? With a hybrid solution, you can offer immediate and continuous response times with the assistance of a chatbot. You can also configure it to escalate complex issues to customer service agents for emotional support and in-depth guidance.

Additionally, by combining live chat and chatbots, you can ensure the continuity of conversations. In fact, the chatbot can collect and transfer data to live agents, saving customers from having to repeat the same thing over and over again. Finally, you can protect satisfaction and retention rates by directing customers to live agents, who can offer detailed support based on their expertise.

Chatbots and live agents work together to solve complex needs and provide timely, comprehensive customer support. Unite live chat and chatbots with the Conversational AI Cloud and Mobile Service Cloud .