AI Chatbots Vs. Live Chat: Who Takes the Cake
Scenario 1:
It is way past midnight. You enter a website looking for a car for cash service new you. You have a query to which you find no answer to on the FAQ page. You see a 24*7*365 support button right there. You decide to ask your question and boom, you get your query resolved. That, ladies and gentlemen, is a job well done by an AI chatbot.
Scenario 2:
It is way past midnight. You enter a website looking for a car for cash service new you. You have a query to which you find no answer to on the FAQ page. You see a Live Chat pop up on our screen. You type in your query and get a response that says, “we’re asleep right now. We’ll get back to as soon as we’re back to work” or worse, “we’re asleep right now. Please reach out to us between 9:00 am to 6:00 pm IST.” What do you do? You move on to another provider who can resolve your query right now. This, right here, is a perfect opportunity missed by a Live Chat window.
While it is easy to see why a business would want to rope in an AI chatbot development company in India for making their customer service better, it is important to see that the picture is not a plain black and white monochrome.
Let’s read a few things in brief to make it clear.
What Is an AI Chatbot and What does it Do for Businesses?
Chatbots are the new face of online customer experience. They’re specifically designed to automate chat for sales and customer support. The best thing about them is that they are always-on, something that has become a standard expectation from businesses in times when the customer moves on within a matter of seconds. Your chatbot development service can deploy them over your website, web/mobile applications, social media messengers and even standalone messengers like WhatsApp.
With the heavy upper hands advantage that they neer sleep, there is a lot it can do for business when the actual humans behind the business are asleep or have tasks that need better human discretion. So, they are in a way bringing you business 24*7.
Here are somethings that give them an edge over live chat:
● Always on
● Scalable to any number of users
● Proven accuracy in resolving simple queries
● Higher return on investment than on human representatives
What Is Live Chat and What does it Do for Businesses?
As the name suggests, the chat happens live but with a real human representative of the business. This one is kind of traditional in terms of online customer support. While it may lack the advantage of being always-on, it may as well work great for businesses that often receive complicated, personalised queries due to the nature of their offering.
Nonetheless, this is a great model only in case you have customer care representatives available 24*7 and that workforce is scalable when needed.
If you ask a seasoned Chatbot consulting company like us, the way is to have an AI chatbot that can resolve simple queries and further complicated queries to a human team that is available over email or phone. That is what the best of companies in all industries like banking, eCommerce, finance, on-demand services, etc are doing at the moment.
If your business too needs to gear up for a chatbot or upgrade from Live Chat, we can help. Let’s talk and figure out how we can help you improve your business’s customer experience.