Chatbot or Live Agent?
This question troubles every business owner thinking about customer support. The answer isn't black and white – the ideal is a combination of both approaches.
Comparison: Chatbot vs. Live Agent
| Criterion | Chatbot | Live Agent | |
|---|---|---|---|
| Availability | 24/7/365 | Limited to business hours | |
| Response speed | Instant (< 2s) | 2–10 minutes | |
| Cost per response | 0.02 $ | 0.75 $–1.88 $ | |
| Complex queries | Limited | Excellent | |
| Empathy | Limited | Full | |
| Scalability | Unlimited | Limited by capacity |
When Is a Chatbot Ideal?
Chatbots excel at repetitive, structured queries:
- Order status and shipment tracking
- Opening hours and contact information
- Product and service FAQs
- Pricing information
- Simple complaints and forms
Statistic: 80% of customer queries are repetitive questions that chatbots handle without issues.
When Do You Need a Live Agent?
Live agents are irreplaceable for:
- Complex complaints – the customer is upset and needs a human touch
- Technical problems – non-standard situations requiring creative solutions
- High-value transactions – purchases above a certain amount
- Legal queries – contracts, warranties, GDPR
Hybrid Model: The Best of Both Worlds
The most successful companies use a hybrid model:
- Chatbot handles 70–80% of queries automatically
- Complex cases are escalated to a live agent
- Agent sees the full conversation history – no need for the customer to repeat themselves
SiteBot24 supports escalation to email or agent directly from the chatbot.
Economic Comparison
Company with 500 queries per month:
- Live agents only: ~750 $/month (1.50 $/query)
- Chatbot only: ~14 $/month (0.02 $/query)
- Hybrid model: ~113 $/month (chatbot + 60 escalations)
Conclusion
A chatbot isn't a replacement for humans – it's a tool that frees your team from routine queries and lets them focus on situations where human touch truly matters.