What is the difference between a chatbot and live chat?

While live chat involves a human agent, chatbots are computer-powered and autonomous. However, emerging AI-powered bot solutions enable collaboration between service teams and their chatbot counterparts.

Human-in-the-loop (HITL) and expert finder technologies seamlessly integrate CX staff and internal SMEs whenever a chatbot cannot answer a question. Within seconds, inquiries calling for in-depth answers are rerouted to the aforementioned teammates.