We’re living in a digital-first era of communication, so you shouldn’t just broadcast messages but interact with your customers. These interactions need to be instant, always available and personalized for every individual. But, due to the huge scale of conversations happening online, live chatting feels pretty difficult. You either have to compromise on automation and spend a lot of money on managing a huge live agent team. Or, you can have bot automation to answer quickly but lose the human touch.
However, the new-age conversational AI platforms are helping business leaders get over this dilemma. In this post, we’ll talk about a hybrid model of attaining conversational automation with AI bot and live chat combined.
What is the Difference Between AI chatbot and Live Chat?
An AI chatbot is a machine advanced enough to understand human queries and respond to provide services, give answers, and other tasks. The effectiveness of a bot conversation depends on how extensively technologies like AI, ML, and NLP are used while building them.
On the other hand, live chat majorly involves actual people talking to customers on behalf of a business. So, for customers, getting an instant reply from the other side depends on the availability of those human agents.
In a nutshell, both forms of customer communication models have their own separate benefits and limitations.
Why is it Important to Combine Live Chat and Conversational AI?
Live chat is preferred by 73% of online customers with respect to other methods of contacting a business. However, live chats work in favor only if you make them instantly available and provide useful answers. If used wisely, live chat can enhance customer satisfaction by up to 92%, which is way more than phone calls, SMS, and emails.
By combining conversational AI with live chat, you achieve 2 critically important things:
You eliminate the limitations and challenges of live chat and chatbot.
You merge the unique features of both into one for a hybrid model.
Hence, smart business owners are opting for AI platforms that can not only interact automatically but allow seamless bot-to-human handover also whenever live chat is required.
Benefits of Having “AI Bot + Live Chat” Combined
Here’s what happens when you combine live chat and a conversational AI platform together:
1. Boost the productivity of your agents
With intelligent suggestions given by an AI chatbot, your live agents won’t have to answer the same questions over and over to multiple customers. They will be there to answer questions in unique situations only. This way, customers receive solutions faster, while agents’ productivity reaches new heights.
2. Open Conversations to All Channels
When an AI bot can deliver an omnichannel experience, you can open customer conversations with your businesses across all channels – website chat, messaging platforms like WhatsApp and Facebook Messenger, mobile apps, and more. Human agents can monitor queries and requests coming from all channels and answer them right away whenever required.
3. Enrich Live Chats with Multimedia
Going beyond boring live chats becomes possible when you have an AI-powered virtual agent supporting human agents in real-time. The bot uses engaging, images, emojis, GIFs, links, videos, and other forms of multimedia to provide a rich conversational experience to users.