{"id":6364,"date":"2020-03-03T14:56:09","date_gmt":"2020-03-03T14:56:09","guid":{"rendered":"https:\/\/www.smatbot.com\/blog\/?p=6364"},"modified":"2020-03-03T14:56:09","modified_gmt":"2020-03-03T14:56:09","slug":"livechat-vs-chatbots","status":"publish","type":"post","link":"https:\/\/www.smatbot.com\/blog\/livechat-vs-chatbots\/","title":{"rendered":"Livechat vs ChatBots: The battle for the Customer service future."},"content":{"rendered":"

Humans vs Chatbots is the most common phrase we\u2019ve been hearing in recent times in the customer service industry. This can also be interpreted as Livechat vs Chatbots as in 90% of the cases, livechat is the medium for humans to go about with customer service.<\/span><\/p>\n

To start things off, Chatbots are said to be successful in decreasing customer service costs by upto 30% which we believe if true, is a very significant sum for businesses to save and allocate to other departments. This can be seen as indispensable but it\u2019s not.<\/span><\/p>\n

Chatbots are said to be lame and no-creative, unable to solve complex problems etc.,<\/span><\/p>\n

When it comes to livechat, a <\/span>recent survey<\/span><\/a> stated that 73% of all the people they surveyed prefer Live Chats over surveys. Also, While using livechat the companies have an added advantage as their agents can improvise accordingly which the chatbots cannot do. Humans can also solve complex problems without any hassle.<\/span><\/p>\n

With so much conflicting data available, it has become hard to take a side in this Livechat vs Chatbots debate.<\/span><\/p>\n

So let\u2019s check out if this comparison of Livechat vs Chatbots makes any logical sense or not? Any conclusions we can draw?<\/span><\/p>\n

We will start with the basics here,<\/span><\/p>\n

What is a chatbot?<\/b><\/h3>\n

\"Live<\/p>\n

A Chatbot<\/a> <\/strong>is artificial intelligence (AI) driven software that can simulate a human-like conversation with a user in natural language. Chatbots are often described as one of the most promising new technologies to gain popularity in the 21st century. They are said to be the one capable of simplifying the interaction between humans and machines.\u00a0<\/span><\/p>\n

What is a Livechat?<\/b><\/h3>\n

\"LiveChat\"<\/p>\n

A Livechat<\/a><\/strong> software allows human agents to connect and talk to visitors and prospective customers on a business website. It is said to be an excellent tool to improve customer service & engagement while also lowering support costs. Using a livechat can also help in having a personalized customer experience or better brand interaction with a user.<\/span><\/p>\n

Livechat vs Chatbots Current scenario:<\/b><\/h2>\n

If we consider the current scenario, we can say without a blink that livechat is way ahead of both. But considering chatbots are relatively new and not yet that advanced, this is expected.<\/span><\/p>\n

Let\u2019s talk numbers for a moment here, from the data provided by <\/span>livechatinc<\/span><\/a> we can see that out of the total chats that took place around 3% were handled through chats that had chatbots and the remaining 97% were processed solely processed through Live Chat.<\/span><\/p>\n

But those times are changing. According to <\/span>recent estimates<\/span>, more than 67% of consumers worldwide used a chatbot for customer support in the past year and it is expected that 85% of all customer interactions will be handled without a human agent in the coming years with chatbots having a major chunk.<\/span><\/p>\n

So let\u2019s just drill down to the advantages and disadvantages of both the mediums and see if we can take a side in this \u201cLivechat vs Chatbots\u201d argument.<\/span><\/p>\n

The battle of Livechat vs Chatbots.<\/b><\/h3>\n

Chatbot advantages:<\/b><\/h4>\n