AI and human live chat solve different parts of customer support. AI is available continuously and can handle high volumes of predictable questions. Human agents are better at negotiation, empathy, exceptions, complex troubleshooting and situations where business judgment is required. Instead of choosing one channel, define ownership rules. Let AI handle well-documented questions and transfer when the visitor asks for a person, the answer is uncertain, the topic is sensitive, or repeated attempts fail. The result should feel like one conversation. Human agents need the previous AI context, and the AI should not continue responding after a human takes control.
Put these ideas into practice.
Create a workspace and test live chat on your own website.