{"id":3104,"date":"2020-03-13T10:46:34","date_gmt":"2020-03-13T16:46:34","guid":{"rendered":"https:\/\/www.ometrics.com\/blog\/?page_id=3104"},"modified":"2022-10-03T13:52:11","modified_gmt":"2022-10-03T19:52:11","slug":"ai-chatbot-vs-live-chat","status":"publish","type":"page","link":"https:\/\/www.ometrics.com\/blog\/support\/ai-chatbot-v-live-chat\/","title":{"rendered":"AI Chatbot vs. Live Chat"},"content":{"rendered":"

[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”4.16″ global_colors_info=”{}”][et_pb_fullwidth_header title=”Support | General” text_orientation=”center” _builder_version=”4.16″ title_font=”||||||||” title_font_size=”38px” custom_padding=”9px||0px” global_colors_info=”{}”][\/et_pb_fullwidth_header][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ custom_padding=”4px|||||” global_colors_info=”{}”][et_pb_row column_structure=”1_3,2_3″ _builder_version=”4.16″ custom_padding=”||0px|||” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_sidebar area=”et_pb_widget_area_1″ _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_sidebar][\/et_pb_column][et_pb_column type=”2_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.16″ text_font=”||||||||” header_font=”||||||||” header_2_font=”||||||||” header_2_text_align=”center” header_2_text_color=”#68ab37″ header_3_font=”||||||||” header_3_text_align=”center” header_3_text_color=”#68ab37″ header_3_font_size=”26px” header_4_font=”|300|||||||” header_4_text_color=”#757575″ header_4_font_size=”26px” custom_padding=”||0px|||” global_colors_info=”{}”]<\/p>\n

\n
\n

General – AI Chatbot vs. Live Chat<\/h3>\n

While these two might seem similar, chatting with and assisting website visitors, they have one fundamental difference: the presence or absence of a human. Let\u2019s explore more below\u2026.<\/span><\/p>\n<\/div>\n<\/div>\n

\n
\n

<\/h4>\n

<\/h4>\n<\/div>\n<\/div>\n

[\/et_pb_text][et_pb_image src=”https:\/\/www.ometrics.com\/blog\/wp-content\/uploads\/2020\/03\/ai-chat-3.jpg” align=”center” _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.17.4″ hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n

AI Chabot<\/strong><\/p>\n

Above is an example of Ometrics’ AI Chatbot. It uses Artificial Intelligence to detect the intent of what a user is inputting and replies with a pre-determined response. It runs 24 hours a day and 7 days a week so no user is ever left feeling ignored or without assistance. <\/span><\/p>\n

[\/et_pb_text][et_pb_image src=”https:\/\/www.ometrics.com\/blog\/wp-content\/uploads\/2020\/03\/live-chat-6.jpg” align=”center” _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

Live Chat<\/strong><\/p>\n

Above is an example of live chatting with Ometrics Support. Live Chat means directly connecting with a live company representative to ask them questions or resolve customer issues. Unlike AI Chatbots, Live Chat requires a company representative to be logged into their company\u2019s Ometrics account and actively managing the ongoing chats. If a representative is not logged in then users will have the option to input their email address along with their question or inquiry and wait for an email follow up. <\/span><\/p>\n

[\/et_pb_text][et_pb_image src=”https:\/\/www.ometrics.com\/blog\/wp-content\/uploads\/2020\/03\/poke-message-1.jpg” align=”center” _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

How They Work Best Together<\/strong><\/p>\n

With Ometrics, you don\u2019t have to choose between one or the other. The best method to deploy both starts with users interacting with an AI Chatbot. The AI will help answer lower-level support issues and questions such as \u201cWhat is your return policy?\u201d or \u201cDo you ship outside the US?\u201d. This allows support staff to not waste time answering the same questions over and over again. Once the user reaches a point where they would like to talk to a real person, they can initiate a chat with a live representative and get their issue resolved. Alternatively, a company representative can prompt the user to initiate a chat (seen above) by displaying a message of their choice to launch a live chat. <\/span><\/p>\n

[\/et_pb_text][et_pb_text _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

Frequently Asked Questions<\/h2>\n

[\/et_pb_text][et_pb_accordion _builder_version=”4.16″ global_colors_info=”{}”][et_pb_accordion_item title=”Which one will a user see first?” open=”on” _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

By default, your AI chatbot will appear first (depending on your trigger settings as the full window, floating icon, etc.). Once a live representative prompts the user to initiate a chat, the AI chatbot window or icon will disappear and the message prompt for live chat will replace it.<\/p>\n

[\/et_pb_accordion_item][\/et_pb_accordion][et_pb_text _builder_version=”3.27.3″ text_font=”||||||||” header_font=”||||||||” header_2_font=”||||||||” header_2_text_align=”center” header_2_text_color=”#68ab37″ header_3_font=”||||||||” header_3_text_align=”center” header_3_text_color=”#68ab37″ header_3_font_size=”26px” header_4_font=”|300|||||||” header_4_text_color=”#757575″ header_4_font_size=”26px” custom_padding=”||0px|||” global_module=”3587″ saved_tabs=”all” global_colors_info=”{}”]<\/p>\n

\n
\n

We Are Here to Help<\/h3>\n

Here are the different ways you can contact support:<\/p>\n