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Chatbots vs Human Agents: Pros and Cons for Customer Service

Updated on
Jan 10, 202410 min read
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    Table of content

  • The Pros of Chatbots
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  • The Cons of Chatbots
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  • The Pros of Human Agents
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  • The Cons of Human Agents
  • Conclusion
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  • Frequently Asked Questions (FAQs)

Chatbots are going head-to-head with human customer service, showcasing their potential to reduce customer service costs by up to 30% in some cases. However, this doesn't imply that they are irreplaceable or that they will render human interactions obsolete. A substantial number of consumers express a preference for human agents over chatbots.

Nowadays, it's challenging to assess the pros and cons of chatbots, considering how seamlessly they've become a part of our lives.

That little chat window in the corner of a website? A chatbot. When you seek customer support, a bot often greets you. Notably, even well-known virtual assistants like Siri and Google Assistant are chatbots.

Interestingly in a survey by Drift, almost 50% of UK and around 40% of US respondents preferred speaking to a human agent. 

The conflicting data can make it challenging to determine whether to lean toward chatbots or human agents. Are chatbots the key to exceptional service, or do humans hold that role?

People value chatbots for their 24/7 issue resolution but must catch up on the human touch. 

Many businesses must be more cautious due to chatbots' limitations in understanding human input. The question arises: Are chatbots outperforming humans in customer service? 

Let's briefly compare the customer service aspects of both.

The Pros of Chatbots

Let’s unveil the marvelous advantages of using chatbots for customer service. 

24/7 Availability

Imagine having a super helpful assistant at your back and call 24/7, ready to answer your burning questions anytime or night. 

Well, with chatbots, that's exactly what you get! 

These tireless digital helpers are always on standby, never needing lunch breaks or vacations. Whether it's the middle of the night or a bustling holiday, chatbots lend a digital hand

Talk about convenience!

Pros of Chatbots

Always at Your Service

No matter the time or day, chatbots provide instant support. 

No more waiting endlessly on hold or being restricted by business hours. All thanks to their round-the-clock availability, you can get assistance anytime, anywhere. 

It's like having a personal customer service representative in your pocket!

Efficient and Scalable

We live in a world that craves efficiency, and chatbots are here to deliver just that. These clever digital tools can handle multiple conversations simultaneously, making them a scalable solution for customer service. No longer will your customers have to wait in long queues for a human agent to become available. With chatbots, responses are quick, and interactions are seamless.


Chatbots have a remarkable ability to juggle numerous customer inquiries simultaneously. While a human agent might struggle to handle multiple conversations efficiently, chatbots work wonders with multitasking. 

So, whether handling a flood of common queries or simply managing a large customer base, chatbots will keep everything running smoothly.

Pros of Chatbots


Utilizing chatbots for customer service can significantly reduce costs for businesses. 

Hiring and training human agents can be expensive, not to mention the associated expenses like salaries, benefits, and office space. 

Chatbots, on the other hand, offer a cost-effective alternative that doesn't compromise quality.

Savings Galore

Businesses can experience substantial cost savings in the long run by implementing chatbots. Chatbots can handle a large volume of customer inquiries without requiring additional staff, saving on the expenses associated with hiring and training new employees. 

Plus, with chatbots, you don't have to worry about sick days, vacations, or employee turnover. It's like having a team of customer service superstars without breaking the bank!


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Consistent and Error-free

We're only human, and humans are prone to making mistakes. 

But chatbots? 

They're masters of consistency and error-free communication. 

With carefully programmed responses, chatbots consistently provide customers with accurate information, ensuring a reliable and satisfying customer experience.

Flawless Performance

Chatbots are designed to perfection, providing accurate and consistent responses every single time. 

Forget about typos, misunderstandings, or human errors in customer interactions. 

Chatbots ensure their information is always on point, saving customers and businesses from frustrating or misleading conversations. 

The level of precision and consistency is truly awe-inspiring!

That's a wrap for the pros of using chatbots in customer service! 

But hold on, we're still going! 

Stick around for our next thrilling chapter as we explore the cons of chatbots and get the full picture. 

Suggested Reading:

What Problems Can Be Solved by Customer Support Chatbots?

The Cons of Chatbots

It's time to explore the potential downsides of using chatbots. So, let's discover the cons hiding behind those digital smiles!

Lack of Human Touch and Empathy

There's something magical about connecting with another person emotionally. 

Unfortunately, with all their digital prowess, chatbots lack the personal touch only a human agent can provide. 

They can't empathize or intuitively understand the human emotions and nuances of customer interactions.

The Missing Emotional Link

Chatbots are wired to follow predefined responses no matter how advanced the technology is. 

While these responses may be accurate, they often lack the warmth and empathy that human agents naturally offer. 

When dealing with complex or sensitive issues, customers may long for that comforting voice and compassionate ear only a human agent can provide.

But with the advent of Natural Language Processing and generative AI, chatbots have become capable of generating responses that are similar to humans up to a remarkable extent. And that is where BotPenguin steps in.

With advanced AI capabilities and native integration with ChatGPT, BotPenguin allows users to create a no-code AI chatbot that can conversate like humans for various platforms like: 


Chatbot Development Platform- BotPenguin


Limited Understanding of Complex Issues

Life can sometimes throw us a curveball, and customer queries can be just as unpredictable. 

Despite their intelligence, Chatbots need help comprehending the intricacies of complex issues that human agents can easily tackle. 

Explaining a complex situation, a unique problem, or navigating through ambiguity can leave chatbots scratching their digital heads.

Inability to Handle Unpredictable Scenarios

From angry rants to unusual requests, chatbots often struggle with the unexpected. 

They're designed to follow programmed responses and cannot adapt to unfamiliar situations. This limitation can lead to frustrating interactions and leave customers feeling unheard or misunderstood.

Suggested Reading:

Maximizing ROI with BotPenguin's Marketing Automation Chatbot 

The Pros of Human Agents

Human agents bring a wealth of advantages to customer service. Let’s learn more about their pros.

Pros of Human Agents

Personalized and Empathetic Support

The sweet sound of a familiar voice, the comforting presence of someone who understands your needs - that's human agents. 

These remarkable individuals have the uncanny ability to provide personalized support, tailoring their responses to each customer's unique circumstances. 

They listen intently, empathize sincerely, and offer solutions that address the customer's concerns.

The Human Touch

With human agents, you can bid farewell to the cold, robotic interactions that may come with chatbots. 

These customer service experts have mastered making customers feel heard, valued, and understood. 

Through their personalized and empathetic approach, they create an emotional connection that goes beyond mere problem-solving. 

Ability to Handle Complex and Unpredictable Scenarios

When faced with complex and unpredictable scenarios, human agents truly shine. 

Their experience, expertise, and critical thinking skills enable them to navigate through ambiguous situations, craft creative solutions, and provide the guidance that customers crave.

Language and Cultural Understanding

We live in a beautifully diverse world, with languages and cultures intertwining in intricate ways. 

Human agents can bridge these linguistic and cultural gaps, providing support that transcends borders and connects people from all walks of life. 

They recognize the importance of cultural nuances and are adept at catering to each individual's specific needs and customs.

Beyond Boundaries

Human agents are linguistic chameleons capable of effortlessly adapting their communication style to suit the needs of every customer. 

They deeply understand different languages and cultures, ensuring language barriers never hinder the customer's journey. 

With human agents, customers can feel confident that their unique identities will be respected, honored, and understood.

Suggested Reading:

Marketing Automation Chatbot: The New Way to Convert Leads 

The Cons of Human Agents

Let’s explore Customer Support's dark side.

Limited Availability

Unlike their digital counterparts, human agents are subject to the confines of time and space. 

They require rest and rejuvenation so that they may be unavailable 24/7. 

This limited availability can leave customers hanging, longing for assistance outside of regular business hours.

Higher Cost

With great power comes a substantial price tag. While possessing exceptional skills, expertise, and experience, human agents come at a higher cost than their virtual counterparts

The salaries, training, and operational expenses associated with human agents can add up, making them a more expensive option for businesses.

The Cost Factor

Whether training programs, salaries, or maintaining a physical office space, human agents require financial resources to be deployed effectively. 

This increased cost can make it challenging to maintain a large team of human agents for businesses operating on tight budgets. 

As a result, some companies resort to alternative solutions, such as chatbots or outsourcing, to balance cost and quality.


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Potential for Fatigue and Errors

Even the mightiest superheroes can experience moments of fatigue and fallibility. With their tireless dedication to customer service, human agents may encounter mental and physical exhaustion, leading to potential errors in their interactions with customers. 

Long hours, a high volume of inquiries, and demanding customer situations can strain agents and increase the likelihood of mistakes.


Chatbots and human customer care are at odds. Some people prefer dealing with a machine, while others prefer speaking with a real person.

So, which one is superior? Quickly, both are required for a great customer service approach.

To provide a smooth customer support experience, your chatbot and human service team should collaborate.

Chatbots will only partially replace people in the customer service business, but a complementary team will undoubtedly improve customer service experiences.

Looking at the above comparison of artificial intelligence and human intelligence, it's a close call. 

When comparing AI chatbots against humans, the strengths, shortcomings, and comparisons all contribute to narrowing down the better side. 

While live chat in customer service is excellent, the ability of a chatbot to handle many queries is wonderful. Indeed, artificial intelligence (AI) is the future of business, but as customer service reps, humans will always provide the distinctive personalized touch that current customers value highly.

BotPenguin is an AI-powered free chatbot maker for website & FB messenger. Create your website chatbot to generate leads, book appointments, and answer customer queries instantly.   

So, what are you holding out for? Take advantage of the offers as soon as possible.

Frequently Asked Questions (FAQs)

What are the disadvantages of chatbots in customer service?

Chatbot limitations include potential misinterpretation of queries, lack of empathy, and limitations in handling complex issues.

What is the biggest problem with chatbots?

The biggest issue with chatbots is their inability to replicate human empathy and understanding in customer interactions fully.

What problems can be solved by a chatbot?

Chatbots can address FAQs, automate routine tasks, provide information, and streamline customer support.

Are chatbots the future of customer service?

Chatbots are becoming increasingly integral to customer service, offering efficiency and scalability, but human agents will remain essential for complex and empathetic interactions.

How much does it cost to create a bot?

The cost of creating a chatbot varies based on complexity, features, and development resources but can range from a few hundred dollars to thousands, depending on requirements.

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