Live chat or AI employee: what is the difference?

Three different ways to have a dialogue

An online consultant is often called both a live operator and the chat window itself. The operator understands non-standard situations and can make decisions within his authority, but needs a work schedule. The script bot follows predefined thereds: this is convenient for short questionnaires and selecting a menu item.

The AI employee works with free wording. The visitor does not have to get into the exact name of the button to ask about the service. At the same time, the AI does not become the head of the company and does not get the right to promise discounts, deadlines or exceptions to the rules.

Where AI is useful, and where a person is needed

Repeated questions about services, preparation for the visit and order of work are suitable for automation if the answers are confirmed. A claim, individual contract or controversial situation requires transfer to the person in charge. Such a transition should be designed in advance.

You need to compare solutions on the same issues of your company. See if the system asks for clarification, whether it does not invent missing services, whether it preserves the context and whether it is convenient for the owner to continue working after the request.

How to combine approaches

For many sites, a combination is suitable: AI answers typical questions, a person analyzes complex cases. This is not a promise to reduce staff or increase sales by a certain percentage - the result depends on traffic, knowledge and organization of inquiry processing.

In NEXSTA, the term "AI employee" describes the role of a consultant connected to the website and dashboard. The point is not in the new name of the chat window, but in the sequential path from the visitor's question to the inquiry with which the business can work.

Continue reading: How to choose a widget for a website. Capabilities of AI employees - On the NEXSTA website.