Chatbot And Live Chat : Competition or a Collaboration? from Martech News's blog

Chatbot And Live Chat : Competition or a Collaboration?

Chatbot and live chatare two complementary toolsthat work together to provide a stellar customer and agent experience. Collaboration, not competition, is the answer to your customer service problems in 2022. We’ve all been there as a customer: frustrated with a delayed order, unable to find a contact number to speak to a real person, and left battling with an automated script on a landing page. Struggling to get a simple answer from a chatbot has become an all too familiar experience for consumers.

And it’s easy to understand why. Chatbots rely entirely on artificial intelligence (AI) and automation to answer questions; they are only as good as their programming allows. One of the primary benefits of chatbots is that they can add a personal touch to your communications and increase the level of customer engagement. These chatbots can be used on your website, or Instagram automation can be used on your Instagram account to generate the same effect.

What is live chat software?- Live chat is software that simply connects customers with support agents who can assist them with any queries. When a customer opens a chat box to initiate a conversation, they are connected with a real person from the company’s customer support department. Compared to chatbots, live chat offers the human touch that can transform customer experience: even following a rapid digital transformation over the last few years, it’s safe to say that most of us prefer talking to a real-life customer service representative.

What is chatbot software and how does it differ from live chat?- So if live chat is great (and it sounds great) — why even consider chatbots? Three reasons: efficiency,cost and staff satisfaction, Unlike live chat software, chatbot software doesn’t connect customers with human agents. Chatbot software uses AI and machine learning to provide natural language answers to learned questions, enabling companies to reduce their average response time, and provide customer service 24/7 without paying for customer service representatives.

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