This question is about live chat statistics.

Is live chat a real person?

By Zippia Team - Jun. 29, 2022

Yes, live chat is with a real person. When most people talk about live chat, they're talking about messaging in real-time with a live customer service representative.

However, sometimes companies are starting to use AI to create chatbots so that they don't have to have as many people monitoring live chat requests.

Often these chatbots act as a preliminary filter to find out who the customer needs to connect with. Others can ask and answer basic, common questions, and some can even manage the majority of a complex conversation themselves.

It's still very rare that there is absolutely no need for a live representative, though, so most live chat sessions have a conversation between two live people, even if they also involve a chatbot.

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