• Industry Insights
  • Human Touch vs. Artificial Intelligence: Why Real Live Chat Outperforms Chatbots Every Time | Greechat

    5 Reasons Why A Real Live Chat Is Better Than Chatbots

    Chatbots are the latest craze in business, with many companies offering chatbots as an alternative to human customer service representatives. However, despite all the hype, real live chats have several advantages over chatbots. In this article, we’ll explain why a live chat for web pages is better than robots when it comes to handling customer queries.

    Table of Contents 

    1. Chatbots can only answer simple questions

    Chatbots are pretty good at handling simple questions, but they have their limitations. For example, if you ask them something complex or specific for unconventional situations, they just won’t provide a satisfactory answer.

    They can only offer basic solutions and advice based on precedents and existing information – not newfound difficulties it doesn’t have a working answer for. 

    💡KEY TAKEAWAY: Chatbots are limited in their ability to handle complex or specific questions and provide in-depth analysis, relying on pre-programmed information and one-size-fits all solutions.

    1. Chatbots can’t handle complicated issues

    It’s also a good idea to have a human involved in your customer service so you can handle more complicated issues. If a customer has an issue that requires some kind of refund, chatbots can’t do that. 

    Chatbots just don’t have the capability to understand the complexity of certain issues, such as whether or not a product is defective or if it needs to be returned.

    A lot of customers are frustrated with their experience when they’re trying to get help from chatbots instead of humans because they feel like there’s no accountability when they’re talking with an automated system and not another live human being. The lack of accountability doesn’t make them feel like there’s actually someone on the other end of the conversation who cares about their situation.

    💡KEY TAKEAWAY: Chatbots lack the ability to handle complex issues and provide a personalised experience, making human involvement essential for handling complicated customer service inquiries, providing accountability, and improving customer satisfaction.

    1. Chatbots don’t have opinions

    Chatbots are great for simple questions, but when it comes to more complex issues, there’s no substitute for the power of human opinion. Chatbots can’t offer you the same level of personalised assistance that a real person can – and they don’t offer much in terms of advice or guidance either.

    Think about it: Would you rather have your own personal assistant who has never met you before and doesn’t know what’s going on with your life? Or someone who knows all about you and works tirelessly to help make sure things go smoothly? That’s right: no contest!

    💡KEY TAKEAWAY: Chatbots lack the personal touch and ability to offer customised assistance that only a human can provide. For complex issues and personal guidance, a human touch is necessary.

    1. Chatbots don’t make you laugh

    Chatbots seem to be everywhere these days. But they are not the same as talking to a real person, and here’s why:

    Chatbots can’t understand message tones.

    There is no such thing as a chatbot that can understand when you’re being funny or trying to tell a joke. The science behind creating intelligent machines is still young, but it has advanced far enough that we already have an abundance of tools available for building interactive artificial intelligence (AI). 

    However, these systems are nowhere near ready for prime time; they aren’t capable of understanding human language or behaviour very well at all. Some people say that we’ll never have computers as smart as humans, but the truth is that nothing can replace the empathy and care a human would give, especially in customer service. 

    Chatbots don’t give your business a personal touch.

    Most bots don’t even respond at all until you start entering commands into the text field (like ‘help’). A lot of companies claim their bots will learn from every interaction – but what exactly does learning mean? How do they improve their responses over time? And how do they know when something is wrong so they can fix it? There’s no doubt that humans are more reliable for this type of work.

    💡KEY TAKEAWAY: Chatbots lack human emotions and personal touch, and cannot understand jokes or message tones. They can perform simple tasks, but complex issues are better handled by human customer service which live chat offers. 

    1. Chatbots aren’t as good at reading emotional cues.

    A customer service chatbot is just that: a computer. It’s not a real person, and it certainly can’t read emotional cues as the next person. It might be able to respond according to pre-programmed scenarios, but when it comes to dealing with emotional customers, the chatbot is going to fall short of the mark.

    Customers that want to feel heard by a company would like their problems solved quickly and efficiently so that they can move on with their lives as soon as possible. A human being who understands these needs will be able to connect directly with them in ways no automated system ever could – and they’ll get answers back much faster than an AI system that’s trying to process the data given.

    💡KEY TAKEAWAY: Chatbots lack emotional intelligence, making them unsuitable for handling complex customer issues with empathy and personal touch.

    People matter – there’s nothing that beats it.

    Real live chat provides you with the service and support you need to boost engagement and drive conversions on your website.

    • People are better at reading emotions. When you’re talking to a person, they can feel your expressions through language, even if it’s via managed live chat. This gives them much more insight into what you mean than just the words you use.
    • People are better at understanding context. A chatbot doesn’t have access to your previous conversations or any other context, so it might interpret basic information differently than a human would.
    • People are better at figuring out tones. Our tone is one way we communicate meaning in conversation. A chatbot can only guess what someone means based on their words alone; this makes them less reliable than an actual person who knows how to read your emotions and understand the conversation topic itself.

    In conclusion, chatbots are great for helping you out with simple tasks, but if you have a complicated problem or question, then it’s always better to talk to a real person who can help you out in person.

    So for improved customer service, it’s best if you implement a live chat for small business.


    Our blog aims to share insights on how a fully managed live chat solution can help you get more from the same traffic.

    At Greechat, we help businesses uncover new revenue by following up on unengaged visitors.