Chatbot vs Human: The Right Choice for Your Business

Guy Luyanda
Content Creator
Live Chat
Read Time: 4 minutes
January 31, 2022

The benefits of having live chat on your website are undeniable, but one of the key questions everyone asks is “chatbot vs human?”

When chat is used correctly, it can be a powerful tool that can help businesses improve customer service, increase sales, and boost website engagement. In addition to this article, we wrote another on industries that can boost lead generation through live chat

But again, “chatbot or human?”

What are Chatbots? 

Chatbots are like virtual customer service assistant. Just imagine reaching out to a customer support agent and instead of speaking to a human, you interact with a computer program that can understand and respond to your questions and concerns. 

These chatbots work tirelessly to provide instant assistance and guide you through common issues, just like a human would. 

They can be accessed through messaging platforms, making them available whenever and wherever you need them. 

What is Human-led Chat?

It’s exactly what you expect, human-led chat combines the benefits of automated systems and human interaction to deliver exceptional customer support. In this approach, human agents actively engage with users, providing personalised assistance and address customer problems. 

The benefits of a chatbot?

1. Reduced costs

Chatbots offer a range of benefits for businesses. One advantage is cost reduction, as they automate tasks that would otherwise require human employees, resulting in increased efficiency and cost savings.

2. 24/7 availability

Another benefit is improved customer service, with chatbots being available 24/7 to provide support, which can enhance customer satisfaction. 

3. Increased sales

Additionally, chatbots can be utilised to generate leads and promote products and services, potentially boosting sales.

4. Personalised experiences

And last but not least, chatbots can deliver personalised experiences by tailoring interactions to individual customers, fostering loyalty and strengthening the customer-business relationship.

What are the shortcomings of a chatbot?

1. Limited information processing 

Despite their advantages, chatbots have several drawbacks that need to be taken into account. Their inability to answer difficult queries is one of their limitations. Even though chatbots are trained on huge knowledge bases, they sometimes have trouble answering complex or uncommon questions. Because of that, they might not be able to deliver a useful response if a customer asks a question it doesn't understand, which could cause customers to get stuck in a loop.

2. They sound like robots

Chatbots' impersonal nature is another thing to consider. They cannot build rapport with clients like human employees since they are computer programs. Customers can appreciate the empathy and understanding a real customer service agent can provide when dealing with complex or sensitive issues.

3. Error Loops

One of the biggest hang-ups for a chatbot is its inability to answer a question, which creates a frustrating user experience, leaving the user feeling unheard and unsatisfied. Moreover, error loops can lead to a breakdown in communication, causing users to abandon the chatbot and seek assistance elsewhere. This hinders the chatbot's ability to engage effectively with users and undermines the trust and credibility that a well-functioning chatbot should inspire.

The Benefits of Human-led Chat?

1. Humans are agile and can improvise

The benefits of human-led chat are quite notable. One advantage is the ability to improvise. While AI-powered systems can analyse vast amounts of data and provide calculated responses, they often lack the ability to think on their feet or adapt to unique situations. In contrast, human agents can bring improvisation into the conversation, allowing them to think creatively and provide tailored solutions when needed.

2. Trust and accountability 

Another significant benefit is the trust factor. While chatbots may be efficient in retrieving information promptly, there is a level of trust that can only be built through human interaction. Customers often feel more at ease when speaking with a human agent who can understand their specific needs, empathise with their concerns, and provide personalised support. This human touch in customer service can go a long way in establishing trust and fostering a positive customer experience.

3. Humans are empathetic in nature

Empathy is another key advantage of human-led chat. Human agents have the ability to understand and empathise with customers' emotions, which is crucial in customer service interactions. By demonstrating empathy, agents can make customers feel heard, validated, and understood, creating a positive rapport and deepening the level of trust.

What are Shortcomings of Human-led Chat?

1. Cost of Having Human Agents 24/7 

The expense of offering round-the-clock service is one of the difficulties with managed live chat. Having human agents available round-the-clock can be costly, in contrast to automated chatbots that can work continually. It may be difficult and expensive to staff and manage a crew to cover all hours of the day and night.

2. Possible Delays and Response Times

Depending on the availability and workload of human agents, there may be delays in responding to customer inquiries. Unlike automated systems that can provide instant responses, human-led chat relies on the availability and capacity of the human team. During peak times or when dealing with a high volume of customer inquiries, response times may be longer, leading to potential frustration for customers seeking immediate assistance.

3. To err is human

While human agents bring valuable qualities like empathy and improvisation, they are also susceptible to errors. Mistakes in providing information, miscommunication, or inaccuracies in responses can occur, which may negatively impact the customer experience. Human-led chat requires continuous training and quality control measures to minimise errors and maintain a high standard of support.

Does Live Chat technology sounds like the right solution for your business, then we invite you to Book A Demo with us today. 

With all that said, it is crucial to understand that no matter how advanced artificial intelligence gets, it's hard to imagine a time when a bot will be able to fully replace the human touch. Humans are naturally wired to want to connect with their fellow humans and see what makes them tick.

From simple things like our tone of voice and body language to the way we word our responses, we use all kinds of subtle cues to communicate and relate with other people.Plus, it lacks the empathy that is so critical during times when your customers need you most.

Takeaway: Having a real human on the other end of your chats is an invaluable tool and should not be underestimated.