Live chat versus AI chatbot: When to replace humans with artificial intelligence?

In today's world, fast communication with customers is the foundation of every successful business. Customers expect immediate responses, and companies are therefore deciding whether to rely on human operators or automated chatbots.

For common inquiries and standard processes, a chatbot is the ideal choice – it can respond instantly and serve unlimited numbers of customers simultaneously. Conversely, for complex cases and situations requiring empathy and individual approach, humans remain irreplaceable. However, artificial intelligence is constantly evolving and today can handle much more than before. Generally, you'll achieve the best results by combining both approaches. Let's break this down in detail.

Live chat is a traditional form of online support where real people respond to customers in real-time. Operators can solve complex problems and show genuine empathy. However, they have their limitations – they work only during certain hours, need breaks and vacation time. Companies must account for costs including salaries, training, and other personnel expenses. Service quality can also vary depending on the operator's experience or momentary fatigue.

Advanced AI chatbots, such as Chaterimo, utilize sophisticated language models like ChatGPT, Claude, or Gemini. These systems can conduct natural conversations at a high level and are capable of understanding context and responding humanly. They operate continuously, can communicate with unlimited numbers of customers simultaneously, and can work with current e-shop data through automatic synchronization with product feeds.

Current AI models are no longer limited to predefined responses – they can react according to context and inquiry style. When they're uncertain about responses or lack sufficient information, they can admit this and direct customers to direct contact with support.

Chatbots excel in availability (operating 24/7), response speed, and consistent service quality. Live chat with human operators remains irreplaceable for very specific cases or situations requiring individual approach beyond standard support framework.

Today's customers are impatient – according to surveys, 82% expect a response within 10 minutes. With live chat, typical response time ranges between 2-5 minutes, which is a decent standard. One operator can handle 3-4 conversations simultaneously. When there are more chats, waiting time increases. During peak hours or outside business hours, customers may wait tens of minutes, often leading them to leave the website.

AI chatbots respond instantly and can handle unlimited conversations simultaneously. They respond in milliseconds and work 24 hours a day, 7 days a week. Customers never wait in queue. Modern chatbots can independently resolve up to 80% of common inquiries. This saves time for both customers and the company – routine inquiries are resolved by the chatbot immediately, and operators can focus on more complex cases.

1. Speed up responses with chatbots
   Chatbots can instantly respond to customer inquiries 24/7 and handle up to 80% of routine communication. This shortens waiting times and allows operators to focus on more complex cases. Additionally, AI technology helps sort requests and direct them to the right department, significantly speeding up the entire process.
2. Don't forget the human touch
   While automation saves time and costs, personal contact is irreplaceable in many situations. A professional customer support team builds trust, helps solve complex requests, and can show empathy where needed. Operators should be trained not only in product knowledge but also in effective communication and handling non-standard situations.
3. Optimize live chat
   Live chat is an excellent tool for combining efficiency with personal approach. One operator can communicate with multiple customers simultaneously, reducing costs and increasing support availability. However, it's important that chat isn't just a dry channel, but that customers feel their problems are being addressed with genuine interest.
4. Reduce costs without losing quality
   Deploying chatbots and optimizing processes can reduce operational costs by up to 30% without compromising service quality. It's important to find the right balance between automation and human factor – routine inquiries can be handled by chatbots, while more complex requests should always be directed to an operator.
5. Customer support as competitive advantage
   When customers know they can rely on your support, they're more loyal and willing to recommend your company. Investment in quality support always pays off – whether it's better technology, employee training, or process optimization.

Quality customer support has a direct impact on customer loyalty and their overall satisfaction with the brand. Modern chatbots can handle a wide range of tasks from simple inquiries to more complex administration.

A major advantage is 24/7 support availability – customers get immediate responses to common inquiries without waiting in queue. Chatbots efficiently handle routine requests, such as checking order status, opening hours, or basic technical support. Customers usually appreciate the ability to quickly solve problems themselves without needing to contact an operator.

Current AI chatbots also remember previous conversations and adapt communication to specific customers. They can offer relevant products and services based on purchase history and preferences.

Modern customer support must be flexible and grow with the company. It's also important to ensure continuous communication with customers regardless of time of day or system load.

Chatbots have a clear advantage in this regard – they operate 24/7 without breaks or vacations and can serve unlimited numbers of customers simultaneously. In contrast, live chat operators can handle a maximum of 2-3 conversations at once, limiting service availability during peak times.

You can deploy chatbots across various communication platforms – web, social media, messengers, and mobile applications. The system can be easily expanded without complex training of new employees; you just need to adjust server capacity.

During surge campaigns, you can immediately increase capacity, easily implement new communication channels while maintaining minimal additional costs. Automated systems can adapt to growing numbers of requests without losing service quality.

The choice between chatbot and live chat can significantly impact customer support costs. It's crucial to consider not only initial investment but also long-term operational expenses and overall solution efficiency.

Automated chatbots can serve thousands of customers simultaneously without cost increases. Prices of modern AI chatbots are much more accessible than most companies think. For example, Chaterimo, which ranks among the most advanced solutions on the Czech market, offers these pricing plans:

• Student version (free)
  100 messages monthly
  Suitable for testing and beginners
• Growth plan ($9/month)
  Unlimited conversations
  Advanced AI models including ChatGPT and Claude
  Basic integrations and reporting
• Evolve plan ($19/month)
  Everything from Growth plan
  Multi-language support
  Extended integration options
• Advanced plan ($39/month)
  Robust chatbot management
  Larger knowledge base storage
  Advanced analytics tools
• Masterful plan ($99/month)
  Maximum performance and capabilities
  Largest data storage
  Premium support

All paid plans include the most modern AI models like ChatGPT, Claude, or Gemini, integration options with other applications, and automatic knowledge base updates.

Main savings come in the form of reduced salary costs (up to 70%), 24/7 operation without overtime pay, and minimal ongoing maintenance costs.

Live chat requires qualified operators, meaning regular salary costs. Monthly costs include operator salaries ($1,200 – $1,800 per person), training and education, and software licenses ($40 – $200 per user).

For small companies with low inquiry volumes, live chat may initially be more economical, but as customer numbers grow, chatbot automation advantages become apparent very quickly.

Human approach: Empathy and flexibility

Live chat operators can intuitively understand customer problems, adapt to unexpected situations, and flexibly respond to complex topics within one conversation. They're irreplaceable when handling complaints, technical difficulties, or accounting discrepancies where empathy and individual approach are needed.

AI chatbots: Speed and accuracy

Today's advanced AI chatbots, such as Chaterimo, have long overcome limitations of predefined scenarios. Through machine learning, they can recognize context and formulate responses naturally and tailored to specific situations. They have advantages in quickly processing large amounts of data and providing consistent responses, ideal for technical specifications, information searches, and navigating complex processes.

Best solution? Combination of both

For a chatbot to function effectively, it must be equipped with a quality knowledge base containing current information about products, services, and company procedures. Nevertheless, customers should always have the option to connect with an operator if the chatbot cannot handle their inquiry.

Quality customer support creates strong bonds between company and customer. Customer satisfaction directly correlates with communication speed and quality.

Live chat enables truly human approach and immediate resolution of complex situations. Direct communication creates personal connection and builds trust. Operators can perceive customer emotions and adapt communication to their needs. They can offer individual solutions and show empathy in critical situations. This is especially important when handling complaints and grievances.

Modern chatbots ensure continuous availability of basic support. They automatically respond to simple inquiries and provide quick help anytime. They excel in routine tasks like answering frequent questions, directing customers to appropriate departments, or providing basic product information. Additionally, they collect valuable data about customer preferences and problems, helping improve services.

• Automated sales and personalized offers: AI chatbots can recognize customer purchasing behavior and recommend relevant products in real-time. Based on order history and current interest, they offer complementary goods, special discounts, or time-limited promotions. Through immediate response, they increase chances of purchase completion and maintain consistent sales process.
• Continuous lead generation: Chatbots work 24/7, automatically collect contact information and pre-qualify prospects according to set criteria. They help sort leads, schedule meetings, and pass only the most relevant opportunities to the sales team. This allows salespeople to focus on truly promising customers.
• Efficient purchasing process: AI chatbots can guide customers through the entire purchasing process – from first contact to final decision. They answer questions, address common concerns, and provide immediate support, minimizing customer departure from the website without purchase.

The choice between human support and chatbots depends on specific company needs and goals. Each solution has advantages for different situations.

Live chat with human operators is irreplaceable for handling complex requests and building customer relationships. It provides sensitive communication and can adapt to unexpected situations.

Chatbots work best for automating routine inquiries and providing quick responses 24/7. They're ideal for companies with high volumes of repetitive requests.

The optimal solution is often a combination of both approaches – chatbots handle basic inquiries while human operators focus on more complex cases.

Live chat is a communication channel where real people (operators) communicate with customers in real-time. AI chatbot is an automated system using artificial intelligence that can independently respond to customer inquiries without human intervention.

AI chatbot excels in availability (operates 24/7 without breaks), instant response to inquiries, ability to serve unlimited numbers of customers simultaneously, and consistent response quality. It also significantly reduces customer support costs.

Prices of modern AI chatbots are more accessible than most companies think. For example, Chaterimo offers pricing plans from free student version to premium plans ranging from hundreds to thousands of dollars monthly ($9 to $99 monthly depending on service scope).

Advanced AI chatbots, such as Chaterimo, utilize the most modern language models like ChatGPT, Claude, or Gemini, which can conduct natural conversations at high level and understand context.

Yes, modern AI chatbots can work with current e-shop data through automatic synchronization with product feeds. They can thus provide accurate information about availability, prices, and product parameters.

The optimal solution is often a combination of both approaches – chatbot handles basic and repetitive inquiries while human operators focus on more complex cases. This hybrid strategy combines automation advantages with irreplaceable human touch.