Live chat is a real-time chat where users interact with each other or with corporate partners. Such chat sessions can be initiated to assist users with the installation or operation of devices and components.
Live chats do not necessarily have to be carried out by humans, but can also be conducted by chatbots using artificial intelligence( AI) and robotic process automation( RPA). As certain questions are repeated in consultation processes, answers to frequently used user questions are automated. Live chats can support customer relationship management in all areas of a company. In sales and marketing, public relations, customer service, and many other areas. To better interpret user questions, the AI software works with Natural Language Processing( NLP), which is influenced by computer science and computational linguistics and can be used to process natural language.
Live chats can be established by clicking a chat button on a website and conducted in a chat window.