Live chat agent versus chatbot on your website

19 Jun 2018 By: Jessica Eyre

Updated: 25 Jan 2023

Humans have long been fascinated by artificial intelligence. If you take a look at TV and films featuring robots, you soon realize that examples are almost endless. There’s Marvin from The Hitchhiker’s Guide to the Galaxy; The Jetsons’ beloved housekeeper, Rosy; Johnny 5 in Short Circuit; not to mention the famous R2D2 and C3PO of the Star Wars franchise.

One thing these robots all have in common? A distinct, real personality.

In fact, the latest Star Wars release, Solo: A Star Wars Story, features a remarkable droid, L3-37. Voiced by Phoebe Waller-Bridge, L3-37 is Lando Calrissian’s navigator, and Waller-Bridge describes the droid as a driven feminist with a cause.

But can a bot in the real world have that drive and depth?  

When it comes to live chat for customer service on e-commerce sites, bots versus humans is a hot topic.

Unlike robots and droids in the movies, a bot in the real world is a computer program, not a companion made of metal. No bells and whistles and lights for eyes that blink empathetically.

A bot is simply a computer program that reacts based on what it is told to do.

But with advancements in Artificial Intelligence, a term coined in 1955, robots have come a long way. Machine learning is the next big advancement in bots. This advancement involves the machine learning from examples, rather than being explicitly programmed for a particular outcome.

But as far as interacting with humans, it has a long way to go. There are lots of examples of chatbots not quite understanding the conversation. Right now, chatbots must be programmed with the desired response to a given scenario. If a customer asks for your return policy, that’s easy. The chatbot can quickly give them the details.

But what if a customer has a special circumstance that isn’t spelled out in the policy? If the chatbot doesn’t have the answer, that adds fuel to the fire of a likely frustrated customer.


When a customer needs basic information about your product, a chatbot is ready to answer. With introduction of SMS medium for customer service SMS Chatbots are gaining popularity among fortune 500 companies. But what if your customer wants a subjective opinion from a company expert? Like, how soft the fabric is, or how well the product performs in various situations, like high altitude, extreme weather, or what looks better aesthetically—the white or the black color? These are potential questions in a long, unpredictable list for which it will be tough to have prepared answers.

HelpSquad live chat service provides 24 hours of human-to-human interaction. HelpSquad agents are trained by each client to provide top-quality service to the client’s specific customers. And they can be ready to pivot as often as your customers do. Flexibility and deep understanding of the customers on the human level. is an essential part of a live human agent job.

While robots can do a lot for us, they aren’t quite ready to be fire a blaster by our side in an epic battle over good and evil. And they definitely aren’t ready to replace humans when it comes to customer service.

To learn more how HelpSquad can elevate your customer service level online, contact us today!

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