AI Chatbots vs. Human Agents: Best Option for E-Commerce?

Anant Jain22 Aug, 2024Technology

AI chatbots offer 24/7 availability, instant responses, and cost efficiency, making them ideal for handling high volumes of simple inquiries in e-commerce. However, they lack the emotional intelligence and nuanced understanding that human agents provide, which can be crucial for complex or sensitive customer interactions. Human agents excel in delivering personalized service and resolving intricate issues, but they are limited by work hours and higher operational costs. Balancing both can enhance customer experience, with chatbots handling routine tasks and humans focusing on more complex, value-driven interactions.