With the introduction of AI-powered features like guided conversations, human-in-the-loop (HITL), and natural language processing (NLP), it’s a bit of a stretch to say that chatting with a live person “beats” working with a chatbot.
Ideally, human support agents work in harmony with chatbots—focusing their efforts on the most complex inquiries. For everything else, modern chatbot solutions offer instant, 24/7 service.
Better still, the technologies mentioned above make these bots nearly indistinguishable from human support staff. Meaning, a hybrid of dedicated staff and expertly-trained chatbots is the ideal scenario for instant, personal, helpful support, for both customers and employees alike.