What is the difference between a chatbot and live chat?

Live chat connects customers to a real human agent in real time.

A chatbot uses AI or pre-programmed responses to handle conversations automatically. Live chat offers a personal touch but requires staff availability - if no one's online, the chat goes unanswered. Chatbots work 24/7, respond instantly, and handle unlimited simultaneous conversations, but may struggle with complex or emotional issues. The best approach for most businesses is a hybrid: an AI chatbot handles initial questions, qualifies leads, and answers FAQs, then seamlessly hands off to a human agent when the conversation requires a personal touch or expert knowledge.