Live chat connects a customer directly to a human customer service agent in real time; AI chat connects the customer to a chatbot that can either help solve the customer’s issue or escalate to a human agent. In many — but not all — cases, AI chat can be the first step in a customer’s service journey.
AI chat and live chat work well in tandem, as parts of a cohesive end-to-end customer experience. AI chatbots are available 24/7/365 without increasing the strain on a customer service team, and automation can easily handle many of the simple and mundane questions that don’t necessarily require human brainpower. A well-programmed AI has a wide range of information available to it, and with regular upkeep and consistent work, an AI bot will learn and improve over time. Recent advances in AI also mean that today’s bots are not only smarter than ever, but more able to mimic empathy in a way that makes the customer experience more pleasant.
If a human agent does need to get involved, that transition is also easier than ever, especially with the help of AI. A customer’s journey can be analyzed and described to an agent, so that they have the best possible idea of how best to help. All the information the agent needs, from the customer’s purchase history to likely next steps based on similar past interactions, can be pulled from locations like your CRM system and is put at their fingertips. And AI analytics helps to build a better picture of your customer.
Live chat and AI chat, therefore, can both be important parts of a comprehensive, well-orchestrated end-to-end customer experience.