There are some limitations of live agents. They are
Human agents need to go home at night to sleep and prepare for the next day work. Human being are only available in working hours unless we employ a team to be on call around the clock. But in an emergency case, fewer customers still need assistance in the middle of the night. So chat-bots are not advantageous still in every aspects.But chat-bots don’t sleep. They can be deployed 24 hours a day and also 7 days in a week.
Slower Response Time for basic questions
Human agents can handle so many chats in same time. Although their responses are generally more thorough and relevant than those of the chat-bots, it sometimes may take longer time to answer their question. That means customers are waiting longer for a response.
Drawbacks of Chat-bots
Chat-bots are robotic
Sometimes it becomes frustrating to ask a question via live chat and get a robotic answer that misses the nuances of our issue. Humans have empathy and the ability to understand the complex variables in customer quarries which the chat-bots don’t have.
Difficulty in answering the complex questions
When a visitor asks a chat-bot a complex question that it can’t answer, it will more likely to ask for the visitor’s email address so that it can get back to them with an answer. That is because the chat-bot does not know how to answer that question.
So the answer is “no” as the chat-bots can’t replace the live chat agents any time soon. But it is really difficult to predict the distant future.