Live Chat vs Chatbot: what really works in e-commerce

The debate between live chat with human agents and automated chatbots is one of the most heated in the e-commerce world. Chatbots promise 24/7 availability and reduced costs, but the data tells a different story. 73% of consumers prefer talking to a human rather than a bot. The reason is simple: chatbots answer predefined questions, but cannot understand the nuances of a purchase consultation request. A human agent, on the other hand, can see what the visitor is looking at, understand their needs and suggest the perfect product.