Why live chat is failing — and how chatbots fill the void

GUEST: When was the last time you spoke to a live chat that was actually live, responded instantly, and did not ask for your email identity to get back to you shortly? You know what I’m talking about. It’s frustrating, but who’s to blame — the humans on the other side? Not so fast. There’s more going on here than meets the eye.
Why live chat fails
Above: Shortcomings of live chat: Been there, seen that?
Let’s face it, managing live chat support&