AI Sales Chat and traditional live chat are two different tools that address different needs. Understanding this difference will allow you to configure both channels more effectively and avoid situations where a customer is served in the wrong way.
The key difference
AI Sales Chat is optimised to support purchasing decisions – it helps the customer choose a product, compare options and complete the purchase. It operates 24/7 without human intervention.
Live chat is a real-time conversation with a consultant – it works well for complex enquiries, complaints and situations requiring empathy or a decision on the shop’s part.
Comparison
Feature | AI Sales Chat | Live chat |
Availability | 24/7, non-stop | During working hours only |
Response time | Immediate | Depends on team workload |
Product recommendations | Yes, automatic | Yes, but requires a consultant’s expertise |
Handling of returns and complaints | Limited | Yes |
Costs | Fixed subscription fee | Consultant labour costs |
Scalability | Supports multiple clients simultaneously | Limited by the number of consultants |
When does AI Sales Chat work best?
The customer is looking for a product and doesn’t know what to choose
The customer is comparing several options and needs some guidance
The shop has a large number of SKUs and it is difficult to navigate them
Website traffic is high, and the customer service team cannot answer every question
The shop operates in the evenings or at night
When is live chat or a consultant essential?
The customer reports a problem with their order (delay, damage, non-delivery)
The situation requires access to order details and a decision to be made
The customer is dissatisfied and requires empathetic service
The enquiry concerns a non-standard order or a quote
How can both channels be integrated?
AI Sales Chat in edrone supports escalation to a human agent – if a customer wants to speak to a consultant, the chat can flag this or redirect the conversation.
A good approach:
AI Sales Chat handles the entire top of the funnel – product discovery, comparison, selection
If an after-sales issue or a complex question arises – escalate to a consultant
The consultant takes over the conversation with full context
This means consultants don’t waste time answering questions like “What sizes are available?” and can focus on situations where a human is truly needed.
Who is AI Sales Chat primarily designed for?
Shops without a dedicated customer service department
Shops with high organic traffic and a wide product range
Shops that want to increase conversion rates without increasing staff costs