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Chatbot Vs Live Chat: What’S Best for Your Business?

Chatbot Vs Live Chat: What’S Best for Your Business?

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When deciding between chatbots and live chat for your business, consider your customer service strategy. Chatbots provide immediate responses, cost-effective scalability, and handle multiple conversations efficiently with AI. They guarantee 24/7 availability and excel at routine queries. Live chat is ideal for complex inquiries, personalized interactions, and human touch. Real agents cater to unique problems with detailed explanations and empathy. Both offer quick setup, seamless integration, and accessibility for all business sizes. To choose the best fit, weigh your need for automation versus human interaction. Understanding these key differences will help you optimize your customer service strategy effectively.

Chatbot vs Live Chat: What's Best for Your Business?

When deciding between utilizing chatbots or live chat for your business, consider the key factors that align with your specific customer service needs and operational goals.

Live chat widgets offer personalized interactions with human agents, enhancing the customer service experience.

Chatbots, powered by artificial intelligence and machine learning, excel at handling multiple requests simultaneously and can impact customer satisfaction metrics positively when used effectively.

What are chatbots?

Chatbots are computer programs that simulate human conversation using AI and NLP technology. They offer immediate responses to repetitive customer inquiries, reducing wait times and enhancing user experience.

Chatbots can handle multiple conversations simultaneously, ensuring efficient support for a large volume of queries.


Utilizing AI and NLP technology, chatbots are computer programs that simulate human conversation to provide instant responses to repetitive inquiries, ultimately guaranteeing zero wait times for customers.

  1. Chatbots offer immediate responses
  2. They're cost-effective
  3. Provide scalable support services
  4. Capable of handling multiple conversations

Chatbots guarantee 24/7 availability, making them efficient for addressing customer queries promptly and economically.


Despite their efficiency in providing instant responses and cost-effective solutions, chatbots may face limitations in handling complex inquiries and lack the human touch that customers often seek.

Cons Description
Limited Complexity Chatbots struggle with intricate customer queries
Lack of Human Touch Missing personalized interactions
Potential Frustration Customers may not feel understood
Maintenance Needed Regular upkeep required for peak performance
Traditional Channel Impact Some customers prefer human interactions

Who Should Use

When contemplating the use of chatbots, businesses that aim to streamline customer interactions and provide immediate responses should investigate this AI-driven solution.

Who Should Use Chatbots:

  1. Companies looking to reduce wait times for customers.
  2. Businesses seeking to provide 24/7 support without human intervention.
  3. Organizations aiming to scale customer support services efficiently.
  4. Companies focused on cost-effective self-service customer support solutions.

What is Live Chat?

Live chat is a real-time customer support service where human agents provide personalized assistance, resolving issues efficiently. It offers quick responses, ideal for high-quality customer interactions like sales or support.

Understanding the pros and cons of live chat can help you decide if it's the right fit for your business needs.


Interacting through live chat provides real-time customer support and fosters personalized connections with human agents.

  1. Live chat excels in handling complex inquiries.
  2. Human agents offer personalized interactions.
  3. Average response time is quick, around 45 seconds.
  4. Live chat provides in-depth support for your customers' needs.


What drawbacks does relying on live chat for customer support present?

Live chat excels in personalized assistance but may face challenges such as longer wait times, the need for trained customer service reps, and limitations in handling high volumes or complex inquiries.

While it offers good customer service, factors like canned responses, support ticket management, and the necessity of human touch can impact the overall effectiveness of implementing live chat.

Who Should Use

For businesses seeking real-time personalized customer support, utilizing live chat can greatly improve customer interactions and satisfaction levels.

  1. Businesses with complex issues to address
  2. Companies looking to provide in-depth support
  3. Organizations valuing human touch in customer service
  4. Businesses aiming to build strong customer relationships

How to Choose Between Live Chat vs Chatbot: Feature Face- off

When deciding between live chat and chatbot options, consider essential factors like:

  • 24/7 support
  • Ease of implementation
  • Handling complex issues
  • Ensuring customer satisfaction
  • Providing instant responses

Understanding these key points will help you make an informed decision that aligns with your business goals and customer needs.

1. 24/7 Support

When deciding between chatbots and live chat for 24/7 support, consider that chatbots offer continuous availability and instant responses, making them more efficient than live chat.

Chatbots can handle multiple conversations simultaneously, ensuring quick issue resolution without wait times, while live chat may struggle with round-the-clock support due to human agent limitations.

If your business prioritizes seamless customer service and immediate responses at all hours, chatbots may be the superior choice for 24/7 support.

Chatbot > Live Chat

Considering the need for 24/7 support and efficient handling of routine queries, opting for chatbots over live chat can greatly improve your business operations.

  1. Cost-Efficient: Chatbots reduce operational costs by 30%.
  2. Scaling: Chatbots scale easily to handle increased demands.
  3. Operational Efficiency: Chatbots handle routine queries efficiently.
  4. Personalized Responses: Live chat excels in providing personalized interactions.

2. Implementation Time and Ease of Use

When deciding between live chat and chatbots for your business, consider that both options offer easy implementation and user-friendly interfaces.

You can set up live chat and chatbot functionalities without the need for coding skills, training, or complicated processes.

Integration with essential business tools like CRM systems is seamless for both live chat and chatbots, making them accessible solutions for businesses of any size.

Live Chat = Chatbots

Implementing live chat and chatbots for your business requires evaluating the feature face-off with regards to implementation time and ease of use. Here's a breakdown to help you choose between live chat and chatbots:

  1. Implementation Time:
  • Live chat and chatbots both offer quick setup.
  • Seamless integration with other tools is possible for both options.
  • No training needed for support agents to efficiently use either.
  • Integration with CRM, ticketing software, and calendars is seamless for both.

3. Handling Complex Issues

When handling complex issues, live chat often outperforms chatbots due to the personalized human interaction and in-depth support provided by human agents. While chatbots excel in automating tasks and handling multiple requests, live chat is better suited for multi-step problems and high-security needs.

Consider the nature of the issue at hand and the level of personalization required to determine whether live chat or chatbots are the ideal solution for addressing complex customer inquiries effectively.

Live Chat > Chatbots

For handling complex issues that require personalized interactions and in-depth support, live chat emerges as the superior choice over chatbots due to its human touch and tailored solutions provided by real agents.

  1. Live chat offers personalized assistance and empathy.
  2. Real agents provide detailed explanations.
  3. Tailored solutions for unique problems.
  4. Human touch enriches customer experience.

4. Customer Satisfaction and Loyalty

When considering customer satisfaction and loyalty, it's essential to weigh the benefits of both live chat and chatbots.

Live chat provides personalized interactions and a human touch, which can enrich customer experience and build loyalty.

On the other hand, chatbots offer 24/7 availability and efficiency in handling multiple requests, contributing to high customer satisfaction levels.

Live Chat = Chatbots

To effectively choose between Live Chat and Chatbots for optimizing customer satisfaction and loyalty, consider the unique features and benefits each option offers to enrich your business's customer service experience.

  1. Human Touch: Live chat offers personalized interactions with human agents.
  2. 24/7 Support: Chatbots provide automation benefits and constant availability.
  3. Performance Metrics: Using customer satisfaction metrics helps balance live chat and chatbot usage.
  4. Optimized Experience: Combining live chat and chatbots can improve overall customer service.

5. Instant Response

When considering instant response, chatbots are more efficient than live chat. Chatbots offer immediate answers, eliminating wait times and ensuring prompt customer assistance.

Opting for chatbots can improve your business's responsiveness and customer satisfaction.

Chatbots > Live Chat

For businesses seeking immediate customer support and efficient query handling, choosing chatbots over live chat can provide instant responses and round-the-clock availability.

  1. AI and Machine Learning Integration: Chatbots utilize advanced technology for seamless interactions.
  2. Efficient Handling of Multiple Conversations: Chatbots can manage numerous queries simultaneously.
  3. Meeting Customer Expectations: Instant responses from chatbots satisfy the need for quick assistance.
  4. Improving Customer Service: Chatbot technology boosts customer service by providing prompt solutions.

6. Personalized Responses

When considering personalized responses, live chat offers a human touch that can cater to individual needs and emotions, enhancing customer satisfaction.

Chatbots, on the other hand, excel at providing quick and automated responses based on predefined rules and data analysis.

Assess your business's requirements for personalized interactions to determine whether live chat or chatbots are the better fit for your customer support strategy.

Live Chat > Chatbots

In deciding between Live Chat and Chatbots, prioritize personalized responses for improving customer interactions, as Live Chat offers a human touch that resonates with customers' expectations.

  1. Live chat provides a human touch that customers prefer.
  2. Personalized responses boost customer satisfaction.
  3. High-quality support is delivered through live chat.
  4. Live chat guarantees quick resolution of customer inquiries.

7. Cost- Efficient

When deciding between chatbots and live chat for your business, consider that chatbots can offer cost-efficiency advantages over live chat.

Chatbots can operate 24/7 without the need for continuous human agent availability, helping reduce operational costs and improve scalability.

For a cost-effective solution that can handle high volumes of queries efficiently, chatbots may be the preferred choice over live chat.

Chatbots > Live Chat

To make a cost-effective choice between live chat and chatbots for your business, consider the significant advantage chatbots offer in reducing operational costs by 30% and their ability to handle the workload of 20 agents efficiently.

  1. Chatbots can handle complex inquiries seamlessly.
  2. They provide 24/7 support for improved customer satisfaction.
  3. Chatbots offer cost-efficient operations.
  4. They excel in boosting agent productivity.

8. Agent Productivity

When considering agent productivity in choosing between chatbots and live chat, it's essential to understand that chatbots can boost efficiency by deflecting queries and resolving common issues autonomously. AI-powered chatbots like Freddy can handle routine tasks independently, freeing up human agents for more complex interactions.

Live chat, on the other hand, streamlines agent productivity by providing all necessary customer data in one interface, allowing for quicker query resolutions and smoother support processes.

Chatbot > Live chat

Boost agent productivity substantially by leveraging chatbots, which can deflect 60% of incoming support queries. Consider these key features to improve operational efficiency and agent productivity:

  1. AI chatbots like Freddy resolve common queries independently.
  2. Live chat provides all customer data in one screen, optimizing response times.
  3. Automation tools like canned responses speed up query resolution.
  4. Platforms offering IntelliAssign and Read Receipts streamline communication processes effectively.

Why Do You Need either Live Chat or Chatbots or Both?

To determine whether you need live chat, chatbots, or a combination of both, consider the benefits each brings: self-service order management, quick answer flows, and autoresponders that keep customer service running smoothly 24/7.

These features can optimize efficiency, provide instant responses, and guarantee your business is always available to address customer inquiries and support needs.

Understanding the unique advantages each option offers will help you decide the best approach to meet your business requirements effectively.

Self- Service Order Management

For efficient self-service order management, considering the benefits of incorporating both live chat and chatbots is essential.

  1. Live chat offers personalized assistance for complex order-related issues.
  2. Chatbots provide consistent order tracking and status updates 24/7.
  3. Combining both improves customer satisfaction and operational efficiency.
  4. Utilizing live chat and chatbots optimizes self-service order management effectively.

Quick Answer Flows

When seeking quick answer flows, whether for customer inquiries or support needs, considering the integration of both live chat and chatbots can greatly improve your service efficiency and customer satisfaction.

Live chat offers personalized interactions with human agents for instant responses to customer queries, while chatbots provide 24/7 availability and quick answers.

Combining both boosts customer engagement and guarantees satisfaction, catering to different preferences for personalized interactions.


Utilizing autoresponders in both live chat and chatbots enhances customer satisfaction and streamlines support processes efficiently.

  1. Autoresponders in chatbots provide instant responses to customer queries.
  2. Live chat autoresponders offer personalized interactions with human agents.
  3. Chatbots can handle multiple customer requests simultaneously.
  4. Autoresponders in both live chat and chatbots guarantee constant availability for customer support.

Keep Customer Service Running 24/7

To guarantee seamless customer service availability round the clock, integrating both live chat and chatbots is crucial for your business.

With chatbots providing continuous 24/7 support for immediate responses and efficiently handling repetitive inquiries, combining them with live chat can improve customer service by offering round-the-clock support.

This integration guarantees that your customers receive the assistance they need at any time, enriching their overall experience with your business.

Desku Brings Intuitive Live Chat to Your Ecommerce Business

Desku introduces an intuitive live chat solution tailored specifically for your ecommerce business, offering seamless customer support and engagement on your online platform.

  1. Improve customer satisfaction
  2. Optimize sales interactions
  3. Enable seamless integration
  4. Provide real-time support

Frequently Asked Questions

Why Is Chatbot Better Than Live Chat?

When comparing chatbot to live chat, chatbots excel in cost efficiency, 24/7 availability, instant responses, scalability options, data collection, personalization capabilities, and user experience. They offer a streamlined and efficient solution for various business needs.

Does My Business Need a Chatbot?

If you're considering chatbots, assess if 24/7 availability, cost-effective solutions, automated responses, personalized interactions, scalability, and improved efficiency align with your business needs. They can boost customer engagement and streamline operations effectively.

How Live Chat Can Help Your Business?

In boosting your business, live chat offers increased engagement, real-time support, and personalized interactions. It boosts customer satisfaction, drives improved conversions, and provides faster responses. Scalability options guarantee seamless growth for your enterprise.

Why Do Businesses Prefer to Use Chat Bots?

Businesses prefer using chatbots due to cost efficiency, 24/7 availability, scalability benefits, automation advantages, increased customer engagement, data collection capabilities, and improved response time. Chatbots optimize operations, boost customer satisfaction, and boost productivity effectively.