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 | £0.50–£1.25 | |
| 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: ~£479/month (£0.96/query)
- Chatbot only: ~£9/month (£0.02/query)
- Hybrid model: ~£74/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.