Traditional vs Future
Old School vs New School
LiveChat is pure human-powered support. ReplyHub is pure AI automation. Both handle customer conversations, but represent completely different eras of customer service.
LiveChat's Human Advantage
LiveChat has been doing human-powered chat since 2002. They know agent workflows, human psychology, and personal customer service.
👥 What LiveChat Does Well
Human Touch
- • Real human empathy
- • Complex problem solving
- • Emotional intelligence
- • Sales conversations
- • Cultural nuance
Agent Tools
- • Rich agent dashboard
- • Customer history
- • Team collaboration
- • Performance analytics
- • Mobile agent apps
The Scale & Speed Problem
Human agents are amazing, but they don't scale efficiently and customers expect instant responses in 2025.
❌ LiveChat Scaling Issues
- • Response time: 30 seconds to 5+ minutes
- • Availability: Need agents online 24/7
- • Cost scaling: More chat = more agents needed
- • Agent fatigue: Quality decreases with volume
- • Inconsistency: Different agents, different answers
✅ ReplyHub Scaling Advantages
- • Response time: 50-150ms every time
- • Availability: 24/7/365 with no breaks
- • Cost scaling: Same price for 10 or 10,000 chats
- • No fatigue: Consistent quality at any volume
- • Consistency: Same accurate answer every time
Cost Reality for Growing Companies
💰 Human vs AI Economics
LiveChat + Agent Costs
- LiveChat Pro: $20/agent/month
- Agent salary: $3,000/month (full-time)
- Benefits & overhead: $1,000/month
- Training time: 2-4 weeks
- Per agent total: $4,020/month
- 3 agents (24/7): $12,060/month
ReplyHub AI Costs
- API usage: ~$0.02/conversation
- 2,000 conversations: $40/month
- 10,000 conversations: $200/month
- Training time: 0 minutes
- Unlimited capacity: $40-200/month
- 24/7 availability: Included
Customer Experience Comparison
👨💼 LiveChat Agent Experience
Customer: "My payment failed, what happened?"
Waiting for agent... (45 seconds)
"Hi! I'm Sarah, let me help you with that payment issue. Can you provide your order number?"
Customer provides order number
"Let me check our system... I see the issue. Your card was declined. You'll need to update your payment method or contact your bank."
📊 Total time: 3.5 minutes
🤖 ReplyHub AI Experience
Customer: "My payment failed, what happened?"
"I can help with payment issues! The most common causes are: 1) Card declined by bank, 2) Expired card, 3) Insufficient funds, 4) Incorrect billing info. Check your card details first, then try again. If it still fails, contact your bank to approve the transaction. Need help updating payment info?"
📊 Total time: 89ms
When Humans Still Win
👥 Scenarios Where LiveChat Excels
- • Complex emotional situations - Customer complaints, refund disputes
- • Sales conversations - High-value B2B deals, custom pricing
- • Creative problem-solving - Unique issues requiring human judgment
- • Cultural sensitivity - International customers, cultural nuances
- • Relationship building - VIP customers, long-term partnerships
The Future is Hybrid
🔮 Smart Customer Service Strategy
The smartest companies use AI for 80% of conversations and humans for the 20% that truly need human touch:
The Hybrid Workflow:
- 1. AI First: ReplyHub handles common questions instantly
- 2. Smart Escalation: Customer says "I'm frustrated" → transfer to human
- 3. Context Handoff: Agent gets full conversation history
- 4. Best of Both: Speed + empathy when needed
LiveChat represents the past of customer service. ReplyHub represents the future. The best companies use both strategically.
Human empathy vs AI efficiency.
Pick your customer experience strategy.