Having a live chat is great especially if you have the resources to handle it. However, looking at the potential of chatbots powered by AI, the future of chatbots seems bright.
However, they are not here to replace human beings (at least not anytime soon) but to help us save money, time, and energy.
If you're having issues with live chat response time, I think chatbot can be a good way to start a consumer interaction while you connect them with the proper live chat person, or it can be useful if you notice your consumers consistently asking the same questions. However, as a consumer I typically find live chat sessions to be more helpful since I can receive answers that are specifically tailored to my questions.
I will go for a live chat but you have to be active at all times to connect visitors...
I use tidio on my website and so far it has been good. It has a chatbox which keeps the customer engaged before you get online.
Chatbot vs live chat:
According to studies, 73% of consumers say live chat is their most preferred method of communication. You've got two choices: chatbots or live chat representatives. Chatbots are computer-generated responses. They allow customers to receive answers to their questions via AI software.