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  • 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.

    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, they just won’t know what to do. 

    They can only offer basic solutions and advice based on the information you give them. A chatbot cannot send links to related pages or explain more complicated issues in detail because it lacks the intelligence needed for that type of analysis.

    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.

    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!

    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.

    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 you or I can. 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.

    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.

    Artificial intelligence is not human intelligence.

    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 or large business matters. With us at Greechat, you can better your sales potential through a two-fold approach. Not only will you get to onboard a professional team of agents (on average, each account has eight agents, two QAs, one supervisor, and one account manager), but you’ll also get advanced software for reports and analysis. 

    Join us today at Greechat and find a suitable offer for your enterprise!