Chatbots vs Live Chat

by SMEBOOK (admin) · October 28, 2020

Chatbots and live chats both work towards the same purpose of solving customer queries but both are different in below terms:

  1. Agents: Chatbots are automated machine-driven conversations while live chats are carried out by actual human agents.
  2. Response time: Chatbots are programmed to provide instant responses while in case of live chats the responses may be delayed due to various reasons.
  3. 24X7 availability: Live chats may have fixed hours of functioning but chatbots have 24X7 availability.
  4. Understanding human context: Live chats being carried out by actual human workforce are more sensitive towards understanding the context of user query and responding in line. Chatbots lack this and yield programmed responses.
  5. Implementation: Live chats can be easily carried out using simple messenger apps, while chatbots need complex installations and maintenance.

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Chatbots vs Live Chat

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