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Live chat connects a person; a chatbot answers automatically. The difference that matters operationally is availability against capability.
A bot answers at 02:00 and cannot handle the unusual. A person handles the unusual and is asleep at 02:00. Neither is a substitute for the other.
A bot wins on the repetitive majority — order status, opening hours, password resets, where is the setting. These are most of the volume and none of the difficulty.
A person wins on anything ambiguous, emotional or commercially significant. A frustrated customer routed into a bot loop is a worse outcome than a queue.
Most operations do. They solve availability and capability respectively.
On low confidence, on request, and on any topic you have listed. Quickly, in all three cases.
Resolution and satisfaction across both. Deflection alone rewards a bot that refuses to hand over.
Half an hour with your own data usually saves reading three of these. The guides will still be here afterwards.