Live chat systems and chatbots are both tools that can be used to provide customer support or handle other types of inquiries.
However, there are some key differences between the two. Before we dive into the exact details, let me setup the context on our understanding of chat software and a chatbot.
What is live chat software?
A live chat system is a feature that allows website visitors to communicate with a company representative in real-time. It typically involves a chat box that appears on the website, allowing the customer to type a message and receive a response from the company representative. A live chat system is usually provided by a live chat software program, which may be a standalone application or may be integrated into the company’s customer relationship management (CRM) system.
src: mirrorfly
What is a chatbot?
A chatbot is a computer program designed to simulate conversation with human users, especially over the Internet. Chatbots can be integrated into a variety of platforms, including websites, messaging apps, and mobile apps. They are usually programmed to respond to specific keywords or phrases, and they can provide information or assistance to users in a conversational manner.
Chatbots are often used in customer service to provide quick answers to common questions or to assist with simple tasks. They can also be used for marketing purposes, such as providing personalized recommendations or promotions to users.
There are several types of chatbots, including rule-based chatbots and artificial intelligence (AI) chatbots. Rule-based chatbots are designed to follow a set of predetermined rules and are limited to the responses that have been programmed into them. AI chatbots, on the other hand, use machine learning algorithms to improve their performance over time and are able to provide more personalized and intelligent responses to users.
src: sciencesoft
There are several key differences between live chat systems and chatbots:
Live chat systems involve a human operator who can provide immediate and personalized responses to customer inquiries. However, they are only available during certain hours and can be expensive to operate. Chatbots, on the other hand, are available 24/7 but may not be able to provide the same level of personalized and empathetic responses as a human operator. They also may struggle with handling complex inquiries or errors.
| Feature | Live Chat System | Chatbot |
|---|---|---|
| Human interaction | Yes | No |
| Availability | Limited | 24/7 |
| Response time | Immediate | Varies |
| Personalization | High | Low |
| Emotional intelligence | High | Low |
| Error handling | Good | Poor |
| Complex inquiries | Good | Poor |
| Cost | High | Low |
What a chatbot can’t do but a live chat agent can?
Chatbots are computer programs designed to simulate conversation with human users, especially over the Internet. They are usually programmed to respond to specific keywords or phrases, and they can provide information or assistance to users in a conversational manner. While chatbots can be useful for providing quick answers to simple questions or assisting with basic tasks, there are several things that chatbots cannot do that a live chat agent can:
- Human interaction: A live chat system involves a human representative interacting with the customer in real time, while a chatbot is a computer program that simulates a conversation with users.
- Capabilities: Live chat systems are generally more flexible and capable of handling a wider range of inquiries and issues than chatbots, which are limited by the programming and data available to them.
- Personalization: Live chat systems allow for more personalized interactions, as a human representatives can use their own judgment and discretion to respond to the customer’s needs. Chatbots are generally less able to provide personalized responses, as they are limited by their programming.
- Human interaction: Live chat systems involve a human operator who can interact with the customer in real-time, while chatbots are automated systems that use artificial intelligence to respond to customer inquiries.
- Availability: Live chat systems are typically only available during certain hours, while chatbots are available 24/7.
- Response time: Live chat systems can provide immediate responses to customer inquiries, while the response time for chatbots may vary depending on the complexity of the inquiry.
- Emotional intelligence: Live chat operators have the ability to understand and respond to the emotions of the customer, while chatbots may struggle with this due to their lack of emotional intelligence.
- Error handling: Live chat operators are generally better at handling errors or complex inquiries than chatbots, which may struggle with these types of issues.
- Cost: Live chat systems can be more expensive to operate than chatbots, which are typically less expensive to set up and maintain.
- Handle complex inquiries or issues: Chatbots are limited by their programming and the data available to them, and they may not be able to provide adequate assistance for more complex inquiries or issues that require human judgment and discretion.
- Provide personalized responses: Chatbots are generally less able to provide personalized responses to customers, as they are limited by their programming. A live chat agent, on the other hand, can use their own judgment and discretion to tailor their responses to the individual customer’s needs and preferences.
- Use empathy or emotional intelligence: Chatbots do not have the ability to understand or respond to the emotions of the person they are interacting with. A live chat agent, on the other hand, can use empathy and emotional intelligence to better understand the customer’s needs and provide more effective support.
- Engage in small talk or engage in a natural conversation: Chatbots are typically programmed to respond to specific keywords or phrases, and they may not be able to engage in small talk or have a natural conversation in the same way that a human can.
- Overall, chatbots are useful for providing quick answers to simple questions or assisting with basic tasks, but they are limited in their ability to handle complex inquiries or issues, provide personalized responses, or engage in more natural or empathetic conversation. A live chat agent can provide these types of interactions and is generally better suited for more complex or nuanced customer support needs.
Overall, live chat systems and chatbots are both useful tools for providing customer support and assistance, but they serve different purposes and have different capabilities. Live chat systems are generally better suited for more complex inquiries or issues that require human judgment and discretion, while chatbots are useful for providing quick answers to simple questions or assisting with basic tasks.
