Chatbot vs. Live Chat: Which is Winning in Customer Service?

Chat Bot V/S Live Chat

Customer satisfaction is very important in any business. Good Customer Services is one of the prerequisites for a successful business. Two prominent ways of providing effective Customer Services are Live Chat and Chatbot. While Live Chat is a human-driven service provision, Chatbot is a technology-driven service.

Now, offering live chat is a better way to provide customer service. According to chatbot developers, 73 percent of consumers say live chat is their most preferred method of communication. Furthermore, the live chat had a 92 percent satisfaction rating. This was also the highest satisfaction rating compared to other forms of customer support.

On the other hand, chatbot experts predict that by 2020, 85 percent of consumers will be able to manage their relationships with brands without human interaction. In this blog, a comparison has been made between Chatbot and Live Chat.

  • Blog Contents
  • Live Chat
  • Chatbot
  • Comparison Between Chatbot and Live Chat
  • Emotions
  • Workability
  • Understanding
  • Customization
  • Time of Response
  • Efficiency of Cost


Let’s draw the comparison between Chatbot vs. live chat and see which one wins in customer service.

Live Chat

Live chat is an amazing technology. It is an online customer service provider, firstly launched in 2002. It can drive visitors down the sales funnel much faster when used correctly, but unless it is properly implemented, it could leave consumers dissatisfied.


A chatbot is an AI-powered computer program that allows the service provider to communicate with customers through a chat interface. To solve human limitations, chatbots have been invented. Although advanced chatbots can be very sensitive, they are still restricted to themselves

Comparison Between Chatbot and Live Chat

Let’s compare Chatbot and Live Chat to see which one is winning in the Customer Services-

Since it is run by people, Live Chat is a real winner here. Humans on Live Chat managing their customers will activate their emotions better and empathize with their issues. People can be funny, say jokes, be cynical, and even bargain with customers.
This is what chatbots lack because they are AI-based interfaces. Although there are some smart AI chatbots that provide smart answers, there are fewer numbers.

Humans in this domain will never be able to conquer chatbots. We go on holidays, and we get sick, we get late, we enjoy vacations, but with chatbots, there is nothing like that. Chatbots, on the other hand, never get tired, never sleep, never whine, never quit.
Chatbots will operate 24x7x365, and it will also improve the experience of the client.
Live Chat here will not be a good choice because it is operated by people who do not have the characteristics described above. To improve work efficiency and availability of the service, a chatbot will be very helpful.

The ability to grasp the complexity of the problems is something that humans can still do better than machines. No matter how complicated the problem is, it can be managed if there’s a person. But in this situation, we can’t totally rely on chatbots.
To answer pre-programmed questions, chatbots are designed to solve pre-programmed queries, and they need some basic keywords to answer.
When posed with a more complicated problem, Chatbot can give you dumb answers or stick to the same answer. But humans can solve any complicated matter.
This shows that the latter dominates the former here in Chatbot vs. Live Chat.

Live Conversations may be more customized. But if the live chat program is not storing previous customer chat data each time they start a new chat, returning customers will have a fresh experience.
A smart chatbot can store previous chat data and analyze it to start more chats. A SMART CHATBOT was highlighted because it is only possible with smart AI-powered chatbots.
The verdict is that you don’t have to train your workers in Live Chats to deliver personalization in conversation.

Time of Response
It’s fairly obvious. Until there are a bunch of dedicated people sitting on the desk, looking at the screen and waiting for a client to ask a question, Live Chats will not beat chatbots in response time.
In no time, chatbots respond to a question, which is why it is more favored when it comes to immediate response. Since customers don’t want to wait for the responses, reacting to customers ASAP should be the company’s priority, and it’s only possible with chatbots every time. In order to make the client experience easier, it is a smart chatbot tactic.

Efficiency of Cost
Since they need less manpower, chatbots can be cheaper to handle and to operate than live chat. It would cost much more than a single chatbot to recruit a team of 20 members for chat support. There is no need to pay them or to compensate for any mistake committed by them.
In the market, there are numerous chatbot builders that help to create chatbots for different platforms with a super-easy process. The chatbot integration process is streamlined by these systems, and maintenance costs are lower for these bots.

So, as mentioned above, both the chatbots and live chats are accustomed to performing various functions, and one may choose on the basis of their demands. A chatbot is a clear winner in most cases due to its workability, efficiency, and timely responses.

The overall customer response to chatbots in 2018 was positive but still somewhat wary. This is probably smart, as chatbots are only going to get better as the foundations of artificial intelligence development, and companies are learning lessons (sometimes the hard way) on how best to use this new technology. There’s still an ideal solution, however, that I thought about at the start of this article.

Nowadays, chatbots come with a feature where a real person can take over the chat between them. This increases the user’s chat experience because it will pass the conversation to a human agent if a chatbot fails to respond to a question. Enroll for a chatbot online course and become a Certified Chatbot Developer.

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