Chatbots Vs. Live Chat – Which One is Right for Your Business?

Are you looking towards chat solutions to integrate on your business website but are confused between Chatbots and Live Chat? Read this article to know which of these is the right choice for business and how each of them has individual and overlapping advantages.

When it comes to running a successful business, excellent customer interaction is everything. After all, they are the ones who keep your business alive, so when thinking about how you can help your consumers have a better experience with your brand, knowing whether to pick Chatbots or Live Chat can be difficult. Here is a guide on what both can do for your company, helping you decide which one is right for your business.


As artificial intelligence systems, chatbots are used to help businesses provide fast and prompt assistance to their users. The biggest difference when compared with live chat, is that chatbots deliver automated responses based on what the user has inputted. If customers visit your page with generic questions, chatbots can be useful to point them in the right direction.

Pros and Cons

There are various benefits that come with using chatbots for your business, such as being able to provide instant responses to your customers, as well as 24/7 availability. The downside to using a chatbot is that it can result in a disconnect between clients, as well as providing limited information. If you have a lot of traffic to your page 24 hours a day though, it may be worth considering using chatbots to help customers out with general inquiries.

Live Chat

If you're wanting to give customers a human-to-human interaction, using live chat is the best solution. As it doesn't have to rely on artificial intelligence software to be able to answer questions, using live chat on your page means that your employees can deal with customers in real-time. While the goal will remain the same in the respect of providing help and assistance to your consumers, having a human deal with inquires rather than a robot can ensure the customer gets specific information. If you prefer to have a hands-on approach, you may want to consider using SysAid which provides you with a help desk, service desk, and more. SysAid integrates the IT tools you need into one product.

Pros and Cons

Just like with chatbots, there are various pros and cons of using live chat. Some of the benefits include high satisfaction rates, accurate and informative answers, as well as personalized responses, helping your customers to feel valued and respected. Some of the downsides include slow response rates, a limited number of representatives, as well as high costs. With live chat, while customers can get a detailed response, there are various factors that you will need to consider, such as hiring specific people for the job and paying multiple people to man the function 24/7.

Before you decide which one is right for your business, there are several questions that you need to ask yourself first. These include questions include placing and checking an order, as well as resetting an account password. If you want your customers to get 24/7 support, it's best to stick with chatbots who can answer questions automatically around the clock, whereas if you want a more personal approach to your customers, you may want to consider live chat. The choice is entirely up to you.


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