Chatbot vs. Human: Pros, Cons, and When To Use Each

In the world of customer service, the chatbot vs. human debate is hotter than ever. 

With artificial intelligence evolving rapidly, businesses often find themselves wondering: Should a chatbot handle routine queries, or is a human touch necessary? 

This guide will show you when it’s best to use chatbots, when human involvement is essential, and how combining both can achieve the best results for your business.

We’ll cover the following: 

Let’s get started.

Chatbot vs. human: How do you decide which is best for the task? 

Choosing between a chatbot and a human isn’t always a walk in the park. Some jobs could work for a bot but need a person at the wheel. So, how do you decide?

Here’s the scoop:

When to use a chatbot

There are times when a chatbot is just what the doctor ordered. They’re fast, reliable, and never get angry (or hangry) — perfect for situations where speed and consistency are necessary. 

When a chatbot steals the show:

Why it works: With benefits like consistency, 24/7 availability, and saving some cash, chatbots provide the same level of service at 2 a.m. as they do at 2 p.m., never taking a sick day or needing a break. Plus, using chatbots for routine jobs can significantly cut costs, allowing your business to operate smoothly without the overhead of a large customer service team. 

When to use a human

Sometimes, nothing beats a real, beating human heart. Humans bring that personal touch, empathy, and the ability to think on their feet — qualities that make all the difference in certain situations.

When a human is the right call:

Why it works: Adaptability and the ability to handle nuance make humans essential for certain jobs. They can read between the lines, pick up on subtle cues, and respond with the flexibility that only a person can provide. Having a real human on-call can make all the difference in building trust and loyalty. 

When to use a chatbot and a human

Sometimes, the real magic happens when you combine the strengths of both chatbots and humans. By using a hybrid approach, you can make sure every job gets the best of both worlds.

How to make it work:

Why it works: Combining the efficiency of a chatbot with the empathy and adaptability of a human allows you to cover all your bases. You can handle high volumes of routine inquiries without sacrificing the quality of service when things get more complicated. So it’s not always bot vs. human, but bot and human.

What scenarios are perfect for Lindy?

Lindy can help you automate tasks and manage interactions effectively. Lindy shines with the following tasks:

Summing up

Are you tired of the chatbot vs. human dichotomy? This article thoroughly explains and debunks why it’s not an either/or situation. 

An AI bot or human both have their strengths and weaknesses depending on the context, and it’s going to be up to you to leverage both. 

So, next time someone tells you that old bromide about “AI taking all the jobs,” remember that we’re still (and probably always) going to need humans doing what they do best. 

Try out Lindy as your assistant

Imagine this, if you will: An AI assistant who’s always on top of things — whether it’s keeping your calendar in check, handling customer chats, managing emails, and much more. 

That’s Lindy. She’s here to take care of the jobs you’d rather skip, mixing the speed of AI with the human touch (when you tell her to pass the baton). 

What Lindy can do for you:

Try Lindy today for free.