Chat Bots vs. Humans: The UX Grudge Match

Matt Grofsky, Ytel |  
The more companies that pivot towards prioritizing user experience for their customers, the more relevant machine learning and chat bots become. We've seen a big upswing in the chat bot conversation in the last few years; as consumers develop more sophisticated interests and demands, the tech businesses offer must adapt, too.

We've seen a big upswing in the chat bot conversation in the last few years; as consumers develop more sophisticated interests and demands, the tech that businesses offer must adapt, too.


In this report by Drift, consumers are polled on their expectations and opinions on the capabilities of machine learning via chat bots. With user experience becoming a top tier priority for businesses, chat bots can certainly provide a variety of fundamental offerings to amplify UX and the way consumers interact with, and their impressions of, these companies and their products.


Chat bots may be new to the game, but the value they bring to the table is already very apparent to consumers. This includes:

  • 24 hour service (typically 7 days a week!)
    • Your human agents have to log out and sleep at some point... unless they are robots themselves! Chat bots are readily available to any late night or early morning website visitor to provide (at bare minimum), the first point of contact for prospects.

  • Instant responses
    • When it comes to multitasking, the chat bot takes the cake. Instead of agents juggling multiple conversations at once and the delays that follow, chat bots can manage the conversation flow more efficiently and free up agents to handle bigger issues.
  • Simple issues resolved
    • Your high level agents don't need to be dealing with smaller issues that arise; this is the perfect job for a chat bot. Tasks like setting up a phone call (with a human) or inquiries about store hours or a return policy are a great starting point. 


The need for human interaction in customer service will never fully dissipate. While chat bots can be tasked with resolving smaller issues, if an important customer has a serious problem with their account, they will need the attention of their account manager, who is human (hopefully).

  • Answers to detailed questions
    • Assistance with more complex business issues should be handled by actual people. This will make your prospects and customers feel well taken care of and will build trust with your business. 

  • Customer/ account relationship
    • Building trust and rapport is essential for a strong, successful business relationship. Chat bots unfortunately can't offer that type of connection, so customers who expect it would be highly disappointed to receive less than preferential treatment.

  • Friendliness/ helpfulness
    • According to the survey, chat bots ranked significantly lower on the friendliness scale compared to humans. Friendly agents and employees can make or break a business; so it's something that should be handled carefully.

  • Complicated issues resolved
    • While chat bots can certainly escalate an issue, human personnel are really the ones resolving it at the end of the day. 

So today, it appears the battle of chat bots and humans is at a standstill. Maybe in the future we'll see it sway in one direction over the other, but until then, the two can coexist in peace, and accomplish more together than apart.New Call-to-action

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About The Author

Matt Grofsky, Ytel

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Matt provides Ytel with avenues to do things different. As a software developer with close to 20 years experience, Matt is aggressive on deliverables and is able to get projects done. Matt is a successful inventor and has been founding companies with Nick for the past 15 years.

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