Live chat is human-to-human messaging. An AI chatbot is automated and can respond instantly without waiting for staff availability.
In practice
AI chatbots are useful for common questions, lead capture, after-hours support, and routing. Live chat is better for complex issues, negotiation, sensitive cases, and relationship-building.
What to watch
The strongest setup often combines both: AI handles routine questions and escalates to humans when the visitor needs judgment or authority.