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What is the difference between a chatbot and live chat?

by | Mar 13, 2020

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.

Further Reading

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What exactly is an AI chatbot?

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An comprehensive introduction to chatbots

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What is chatbot automation?