How AI Chatbot & Live Chat Works Together?
LiveChatAI lets you combine AI-powered automation with human support—so customers get fast, accurate answers from the chatbot, with the option to escalate to a real agent when needed. This hybrid approach ensures efficiency without compromising on personal service.
How it Works?
1. AI Handles the First Response
- The chatbot is always the first to engage.
- It uses your connected content sources (website URLs, documents, custom Q&As, or APIs) to respond instantly.
- This gives users quick, automated answers without waiting for a live agent.
2. Conversation Appears in Your Chat Inbox
- Every chat—whether fully handled by AI or escalated—is logged in your Chat Inbox.
- Your support team can monitor conversations in real time.
- Past conversations are stored, so you can review them later for quality checks or training improvements.
3. Visitors Can Request Human Support
- If a customer types something like “I want to talk to a person”, or clicks the handoff button you’ve configured, LiveChatAI will flag the conversation.
- This signals that the chat needs a human takeover.
4. Agents Take Over the Conversation
- A team member from your support team can join directly in the Chat Inbox.
- The agent sees the full context of the conversation so far, including what the chatbot already answered.
- From this point forward, the conversation becomes human-led.
- Important: Once a human takes over, the AI assistant is disabled for the rest of that session. The chat cannot be switched back to the chatbot mid-conversation.
Benefits of AI + Live Support
- 24/7 instant support from AI
- Seamless handoff to real agents
- Reduced ticket load for common queries
- High-touch assistance for complex or sensitive cases
Need help configuring your live support settings? Reach out at [email protected].