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Understand the main differences
between Chatbot and Live Chat

Learn more about the main differences between Chatbot and Live Chat
and find out which is the best option for your business!
When embedding a chat solution on your website, you have two options: opt for a live chat or an automated chatbot? Or should you try to use both together, or should they be kept separate?

A artificial intelligence (AI) has transformed the way companies interact and engage with customers. You can't deny it: modern business is changing rapidly from transactional relationships to conversational relationships.

With the emergence of chatbots, companies are finding innovative ways to build strong customer relationships.

So, we return to the previous question: if you could choose between chatbot and live chat, which would you choose to provide good customer service? Both channels create a unique experience for users by providing quick responses so they don't have to wait for an email or call on the phone.

In today's article we will explain the main concepts you need to know about these two chat models so you can decide which is best for your business. Have a great read!

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What is Chatbot?

Chatbots are essentially designed to improve the customer experience by automating sales and customer support.

As far as the pros and cons of chatbot, bots are always available to engage and assist customers, answering your simple questions and pre-qualifying leads — which is very positive for building a solid and relevant consumer base.

Broadly speaking, chatbots can engage customers on websites, apps, and messaging integration like Facebook Messenger or Whatsapp Business, for example.

Chatbots are becoming increasingly popular as we advance in technology. artificial intelligence.

Companies and customers interact online through a chat interface, and the AI ​​software will analyze and respond to customer questions — the idea is to overcome human limitations and speed up customer service.

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What is Live Chat?

Basically, live chat allows users to connect with sales and support representatives for real-time help.

This is users' preferred proactive channel as it offers real-time support. 70% of consumers prefer live chat, and nearly two-thirds of customers who engage with a chat platform are more likely to return to a website and purchase again.

As such, it is an integral part of a successful customer service toolkit that delivers greater customer satisfaction compared to email and telephone.

It is clear that the benefits of live chat There are many and you can use them to improve your organization's main support metrics, building customer loyalty and ensuring a good reputation and communication.

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What are the advantages of Chatbot and Live Chat?

The future of live chat and chatbots is promising.

As online communications with the customer are here to stay and many companies are opting for a combination of the two options to mobilize their best resources. In this context, it seems that a mix of bot and human is the way to go.

Together, chatbots and live chat offer some essential resources — businesses need the efficiency of a bot as well as the human touch offered by live chat services.

So, let’s get to know the benefits of both tools:

chatbot

  • Chatbot software performs customer interactions efficiently to offer quick responses
  • 99% improvement in resolution times
  • O chatbot software is useful for answering simple FAQs
  • Chatbots are set to become more sophisticated
  • The latest chatbots combine conversational data with website visitor profiles for personalization
  • Newer chatbots are powered by AI and can handle complex problems
  • Chatbots can handle thousands of chats simultaneously
  • Chatbots can speak in multiple languages
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Live Chat

  • Interactions are carried out by a real human representative who can respond contextually
  • Live Chat can handle complex and technical customer queries
  • Human intervention means conversations are more likely to end in resolution
  • Personalized service with a human touch and empathy
  • Easy to scale conversations to voice, video and/or co-browsing sessions
  • Reduces waiting times
  • Increases conversions
We hope that today's article provides an overview of the main differences between chatbot and live chat.

Take the opportunity to learn about our solutions in chatbot for your business and guarantee the satisfaction of your customers.

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