Chatbots vs Traditional Support Services: Which is Better?

Chatbots vs Traditional Support Services: Which is Better?

By Lia Katerova

August 21, 2023

Recently, the whole world has been booming about chatbots and their new-fangled capabilities. Everyone seems so excited to try chatbots like ChatGPT that it seems like they’re forgetting (or more likely repressing) all those times they’ve talked to chatbots while trying to get through a platform or service’s support process. And yes, we’ve all had the pleasure of talking to a bot since around 2010, but most of the time, that’s just not what we want. 

When reaching out to a platform’s support team, we want to talk to real experts that understand our issue and aid us in fixing it. That’s also why we get bothered when the person on the receiving end is clearly going through a checklist of confirmations and asking us a ton of questions – it feels robotic. But does this mean we should abandon the AI chatbot movement and stick to phone calls and email chains?

The Rise of Chatbots

Well, to answer that, we should really first dive into chatbots a bit. Essentially, they’re an artificial intelligence program that learns and adapts while chatting with various users to eventually give the best and most human-like answers possible. Far from a standard messaging service enabler, they utilize natural language processing and can often be seen in mobile apps, websites, and even phone call services.

But you might be wondering when this all began. Official records state that the first-ever chatbot, called ELIZA, was developed in 1966 by Joseph Weizenbaum. Or in other words, since humankind has started considering the possibility and applicability of artificial intelligence, it’s always been a goal to create a human-like chatbot. Since ELIZA, there have been quite a few other attempts at a better chatbot, but it wasn’t until 2009 that we saw the widespread appeal to the concept thanks to a Chinese company called WeChat.

Although the chatbots they offered were more straightforward and less developed than other attempts we had seen in the past, WeChat’s popularity grew high thanks to marketers all around the world. Several years later, in 2016, we finally saw actual artificial intelligence being implemented within the new wave of chatbots, and this trend has been going on until now. So, with that history lesson out of the way, let’s see how the AI bots fare against the old-fashioned email chain.

Chatbots vs. Emails

To Chatbot or to email, that is the question. This is a question many businesses are now facing, as more and more technology is developed. As we explained, earlier, chatbots are automated computer programs designed to simulate conversations with human users. On the other hand, emails can be seen as traditional customer service methods that offer support through written correspondence. So which one should you choose for your customer support services?

The answer depends on the needs of your business and customers. For example, if you’re looking for quick responses and fast solutions to problems, then chatbots may be better suited. Chatbots have come a long way in terms of understanding language and being able to provide accurate answers to queries quickly. They also don’t require a large team of staff members to monitor the chat conversations.

However, if your customers are looking for detailed and personalized solutions to their issues, then emailing may be a better option. Emails give you more control over how your customer support services work because you can tailor messages for each individual case. This level of personalization is often not possible with chatbots. Furthermore, emails allow you to take advantage of automation tools that streamline processes like sending automated replies or tracking metrics.

Chatbots vs. Phone calls

As we all know, emails are not the only option for support. Phone calls can also be used to speed up the customer service process. Phone calls allow for more direct and personal interaction, so customers are more likely to feel valued when talking directly with someone from the support team. However, companies need to make sure that they have enough staff available to answer phone calls which can become expensive if not managed efficiently. A chatbot can provide an effective alternative to this as it is able to handle multiple conversations at once, meaning fewer resources are needed in the comparison. Chatbots can also respond quickly and accurately to customer queries, making them a logical improvement on traditional customer support methods such as email or phone calls.

What are the Main Disadvantages Of Chatbots?

We can argue all year round if chatbots are better than actual human support services. And yes, we should agree they can be a great addition to your support team, but let’s pay attention to some of the disadvantages of the bots. While chatbots are pretty helpful and capable of many outstanding tasks, it’s crucial to keep in mind that their capabilities are also restricted. One of the key disadvantages as simple as it may sound, is that they are not human beings. As we mention earlier, humans like to feel special. And here comes the problem with chatbots. They can’t understand human emotion or interact with people on a more personalized level. For example, they won’t pick up on subtleties and cues that would be obvious to an actual person. This lack of understanding can frustrate customers and make them feel less valued. Ultimately, this makes it difficult for the customer to fully trust the chatbot as a source of information.

Another disadvantage we can state is that chatbots are not perfect, and they need maintenance from time to time. In terms of their knowledge base and how they should connect with clients, chatbots require ongoing revision, maintenance, and optimization. The chatbot needs to be provided with fresh, relevant data (i.e., content) that can respond to inquiries from customers.

B EYE Support Services 

At B EYE, we understand that technology is constantly evolving and changing, which is why we are always looking for ways to improve our services. While we recognize the potential benefits that chatbots can offer, we believe in the expertise and personal touch of our support team. Our team is made up of experienced professionals who are dedicated to providing the highest level of support possible, and we believe that this human touch is essential for ensuring the best possible outcome for our clients. We believe that our support team is the key to our success, and we are proud of their exceptional skills and commitment to excellence.  

What stands out about our support team compared to chatbots is that our team of experts has extensive experience in working with complex systems and understands the importance of precise and reliable support, especially when it comes to analytics in the fields of sales and finance. We understand that time is a critical factor in today’s fast-paced business world, which is why we have established a 24/7 support model that is available to our clients at any time, regardless of their location. Our commitment to providing the highest level of service is reflected in our ability to respond to clients via email or a call in a timely manner, ensuring that their needs are met promptly and efficiently.  

B EYE Support Services offers three levels of support to meet the diverse needs of our clients. Our Level 1 support team can help with simple errors and provide basic information about tools and data, so you can get back up and running quickly. With our advanced Level 2 support, we offer more in-depth troubleshooting, investigation of problems, and access to expert consultation on data analytics. Finally, our Level 3 team provides solutions to complex technical issues. With B EYE Support Services on your side, you are guaranteed real human customer service and expertise from an industry leader. 


To conclude, chatbots can be a great addition to any business as they can reduce customer service costs, improve efficiency and help provide a more personalized customer experience. That said, chatbots are not perfect and must be constantly updated, maintained, and optimized with fresh, relevant content. Moreover, it is essential to understand the pitfalls of chatbots in order to make sure that they are used effectively and ethically. It is ultimately up to businesses to make an informed decision about the use of chatbots to ensure that they are used in a way that maximizes the customer experience and minimizes the potential for misuse.