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How AI Chatbot & Live Chat Works Together? πŸŽ₯

LiveChatAI leverages a unique blend of artificial intelligence (AI) and human-led live chat to provide efficient and personalized customer support.

A Two-Pronged Approach to Customer Service:

AI Chatbot - The First Responder: Upon initiating a chat, users are greeted by the AI chatbot, which utilizes cutting-edge algorithms to analyze the query and provide the most relevant answers. The bot excels particularly in addressing programming-related questions and can even send code snippets formatted in Markdown. With an average response success rate of 70%, the AI chatbot makes most users more than satisfied.
Human Support - The Second Responder (if your visitor need or if you enabled the live chat.): If a user isn't satisfied with the bot's response, they have the option to connect to a live human support agent for a more tailored experience. Activating this feature is as simple as clicking a "Talk to human" button, which can be customized according to your preferences.

Here's the dynamic of how these two components work together to create a seamless experience:

AI Chatbot Takes the User At First

When a user initiates a conversation, the AI chatbot is the first to respond.

Utilizing state-of-the-art algorithms and intelligence:

  • The bot analyzes the user's query.
  • It searches the content you have imported to find the most relevant answer.
  • On average, with comprehensive content, the bot will respond with a 70% success rate.
AI chatbot is active by default.

Human Support Live Chat Option

If the user is not satisfied with the AI's response, the option of human support live chat comes into play:

  • The user can choose to talk to a real human through live chat.
  • A customer support representative takes over the conversation, ensuring a more personalized and hands-on experience.

βœ… To activate the human support live chat option in your AI chatbot on website, the visitors should click the necessary button as highlighted in the example:

the AI bot with "Talk to support" button highlighted

This button can be customized based on your expectations. For learning how to customize, you can visit Third-Party Human Handoff Integrations.

A. How to Turn On Human Support Live Chat

Now, we will mention the process of activating the human support live chat. Follow the steps.

Step 1: Enter Your URL for Sources

After creating or logging into your account, you need to enter your URL to import data.

entering the link as data source to get links on LiveChatAI

Step 2: Import Your Data from Sources

The AI chatbot will crawl your website and prepare the pages when you gather data.

You should import them by clicking "Import the content & create my AI chatbot."

the crawled pages that belong to LiveChatAI domain on LiveChatAI

Step 3: Toggle On the Human Support

Then, a modal will appear asking you whether you want to activate human support live chat.

If you toggle on, you will be able to intervene as a human support factor.

the modal of activating human support before creating an AI bot

If you close the modal without toggling on, your AI chatbot automatically prevents you from including human support.

Lastly, you need to click "Create My AI Chatbot."

That's how you can include human support to your AI chatbot when creating it for the first time. Β 

It is not obligatory to turn on the human support side; it totally depends on you and your service preference.

B. How to Turn Off Human Support Live Chat Option

What if you want to exclude the impact of the human support live chat option?
Here is the solution:

Step 1: Access the Settings of Your AI Chatbot

You should go to your dashboard and choose your AI chatbot's Settings part.

the Settings section the AI bot on the dashboard

Step 2: Toggle Off the Human Support

To deactivate the human support, you need to toggle off the button. Then, there will be no human support interrupting.

the toggle button of the human support live chat settings on the LiveChatAI dashboard

You can arrange the human support status with this toggle easily.

Continuous Learning and Improvement

The AI chatbot's ability to answer questions is not static; it evolves:

  • The quality of responses depends entirely on your content and the information it learns over time.
  • Regular updates, feedback, and refinements help the bot become more accurate and aligned with your support guidelines.
With AI, the user can instantly monitor the conversation while the user is in conversation, and the human can access the subject at any time.

Key Benefits:

  1. Efficient Support: The AI handles the majority of queries, freeing human support agents to focus on more complex issues.
  2. Personalized Experience: When needed, human agents provide that personal touch, ensuring complete customer satisfaction.
  3. Adaptive Learning: The AI's continuous learning ensures that answers stay relevant, accurate, and aligned with your brand.