Live Chat Vs Automation: What Should You Choose?

This is a Live chat vs. automation overview and their comparison, which will help you conclude which is best to choose. Let’s go, live chat vs. automation!


In both business and personal use, chat is becoming the most popular method of communication. Chat support is the preferred channel for customer support for nearly half of all customers today. With live chat and online chatbot, customers can get instant answers to their questions. 

However, when considering chat support, there are a few questions to consider. 

Live chat vs. automation which one is more convenient for you? Is both necessary? Let’s find out.

Live chat vs. Automation – An Overview

Especially when dealing with complicated issues or when strong security is required, live chat agents provide human-to-human service. Users can easily solve issues through automated conversation flows without waiting in a queue. A good customer service experience is possible by utilizing live chat and online chatbot together.

Live Chat vs. Automation – A Detailed Comparison

For a better understanding of live chat vs. automation, let’s examine the following customer service qualities:

Response Time

In terms of speed and efficiency alone, it’s evident that automation systems can supply a faster response time and a lower hold time than those live agents run.

Since automation does not require a live agent and provides responses based on pre-programmed “trigger words,” it’s always ready to assist. When there is a high traffic volume, they can handle multiple conversations simultaneously, which is a huge benefit.

If you rely solely on human representatives, multiple people might have to wait in line while the next agent prepares to take their question.

The vast majority of queue members probably have a simple question that a chatbot could answer in a few seconds. Thus, automation chatbots can effectively cut queue volumes in half, increasing customer satisfaction.


Automated chatbots are usually cheaper to subscribe to than customer service representatives’ salaries.

The more team members you would need to hire as your company scales up, the more attractive and viable automation becomes. Finding the right candidate for a job takes much longer than setting up a chatbot. Onboarding new team members require reviewing resumes, scheduling interviews, and implementing employee training programs.


Automation is available 24/7/365, perhaps their most obvious advantage.

In contrast with live agents, automation chatbots don’t sleep, eat, take sick days, or work weekends.


Customer service automation has already surpassed live agent support in many areas. We can personalize conversations that have been one of the most valuable characteristics we have retained as humans.

Based on a customer’s emotional state, a live representative may change the tone of their writing and language. The customer service representative can respond to an inbound live chat ticket for a prospect interested in the service by asking the right questions, explaining the advantages of the core features of that company, and conveying a sense of excitement through their tone.

The importance of personalization increases when a customer is upset or agitated.


Companies can now scale up without cutting profit margins thanks to chatbots and other automation advancements. Recruiting and training employees could be time-consuming and expensive for a growth-oriented business.

Despite the fact that automation can’t answer all your questions on its own, it takes off pressure from your human agents to reduce hiring costs and make your team work extra hours.

Live chat vs. Automation – Which One Is better?

Clearly, live chat, as well as automation, can function independently. Both live chat and automation have advantages on their own. Businesses should choose between live chat and automation for specific scenarios. By combining live chat and automation, you can enhance your customer experience, reduce operational costs, and communicate with customers instantly. 

Providing an exceptional customer experience with live chat and automation is possible in many situations. In businesses with fewer agents and a high volume of incoming tickets, automation chatbots will handle all the routine queries, while live chat agents can handle complex issues.

How Do Live Chat and Automation Complement Each Other?

Following are the reasons why automation and live chat services are complementary to each other:

Communicate with your website visitors by sending targeted proactive messages. Upon engaging with the proactive message, automation can carry on a conversation. It can pass on this information to human agents for further processing.

Your live chat software can be integrated with an automation chatbot to enable you to provide support after business hours.

With live chat and automation, you can provide support in the language your customers prefer. In real-time, you can translate English texts into over 33 languages using live translation.

You can simplify common queries by using an automation chatbot. Agents can focus on solving complex issues and speed up the resolution process through live chat.


Live chat systems are essential to maximizing customer lifetime value in today’s digital age. You can use live chat services for onboarding new customers and maintaining customer loyalty. 

Temasys’ live chat and telephone support systems are designed primarily to increase revenue and maintain customer loyalty. A traditional customer service system focuses on handling cases and tickets, making it difficult to provide individualized service that meets customers’ needs.

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