Live Chat
Live chat is a real-time messaging channel embedded on a website or app that allows customers to communicate with support agents or AI agents instantly.
In Depth
Live chat has become one of the most popular support channels due to its convenience and speed. Customers can get help without leaving the page they're on, multitask during the conversation, and receive immediate responses. For businesses, live chat increases conversion rates (visitors who chat are 2.8x more likely to convert), reduces support costs compared to phone, and generates valuable behavioral data about where customers need help.
AI agents have transformed live chat by enabling 24/7 availability without staffing costs — handling routine queries instantly while seamlessly escalating complex issues to human agents with full conversation context. Modern live chat widgets include features like proactive triggers (chat pop-ups based on page behavior), file sharing, screen sharing, and co-browsing capabilities.
Related Terms
Web Chat
Web chat is a messaging interface embedded directly on a website that enables visitors and customers to communicate with support teams or AI agents in real time.
Omnichannel
Omnichannel is a customer engagement approach that provides a seamless, integrated experience across all communication channels, with full context preserved as customers switch between them.
AI Chatbot
An AI chatbot is a software application that uses artificial intelligence and natural language processing to simulate human-like conversations with users through text or voice interfaces.
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