In today’s episode of Which Sector Is Being Taken Over by AI, we got CRM! Businesses cannot afford to lose customers anymore, which requires making their services available round the clock. How does one achieve that without hiring a time-bound support team?
WhatsApp Chatbots offer benefits such as reduced operational costs and full-time chat support for better customer engagement. This ensures that your clients are never left high and dry in their time of need, whether it’s 12 AM or PM.
The major factor why businesses cannot fully rely on chat automation yet is its lack of understanding of human complexity. So how do businesses decide the level at which human intervention is necessary?
Volume vs Value?
Live Agents have an edge when it comes to handling complex issues that require human understanding. It shows how your business caters to the clients’ needs with empathy and sound judgement.
Where a high amount of users with repetitive queries, such as status updates and product information, are concerned, chat automation is the way to go. SME’s and large corporations, from bakeries to banks, each
sector needs certain amount of automation to run their business while keeping customer engagement and retention as a priority.
Where WhatsApp Chatbots are taking over
WhatsApp allows you to automate your business and ensure a smooth online user experience for your clients. It’s upto the business’ size and requirement, to what extent one must allow automation.
With Anantya.ai’ s team, enterprises are building solutions tailored to their needs. A hassle-free flow of scaling gradually—starting with simple automation and evolving into more advanced workflows as needs grow.
Level 1: Foundational Automation
Answering FAQs such as pricing, store hours, service availability, and delivery timelines
Handling customer enquiries outside business hours
Level 2: Operational Automation
Sending order confirmations, payment updates, and shipping notifications
Booking or rescheduling appointments
Level 3: Growth-Focused Automation
Collecting and qualifying lead information through guided menus
This structured approach allows businesses to adopt automation at their own pace— while maintaining control over customer experience at every stage.
Why humans won’t be replaced… in this decade atleast
Live agents become essential when customer conversations move beyond predefined flows. These interactions typically involve higher intent, greater complexity, or emotional sensitivity—areas where human judgment and adaptability matter most.
High-Impact Live Agent Scenarios
Handling complaints, escalations, and refund-related conversations
Responding to custom pricing requests or negotiation-based enquiries
Managing payment disputes or service-related issues
Addressing sensitive or personal customer information
Closing high-value, trust-driven sales conversations
Building a long-term relationship resulting in customer loyalty.
By stepping in at the right moments, live agents help preserve customer trust while ensuring complex issues are resolved effectively.
Cost and Efficiency
Aspects ChatBot Live Agent
Availability - Instant Replies- 24*7, Limited to business hours
Benefits - High-volume queries are handled at the snap of fingers , Offers an empathetic and deeper understanding of your client’s issues
Constraints - Designed to operate within defined workflows, Most effective when engaged selectively for high-intent conversations
Cost - Budget- Friendly for SMEs; around $30 to $150, Between $1,200 to $4000 is the average cost for hiring and training a CRM team
Customer Response - Instant acknowledgement, task-focused conversations, Longer conversations, higher engagement and trust
A confluence of technology and human expertise
As far as the development of the perfect model is concerned, a hybrid chatbot-and-agent setup ensures efficiency without compromising customer experience.
Fully optimise your operations with continuous availability by integrating chat automation. Enable WhatsApp chatbots to take care of high-volume repetitive queries and manage initial conversations with your clients. While Live Agents focus on solving more complex issues that requires human to human interaction.
Results? A swift and meticulous approach towards exceptional CX.
Don't bother with the question of its implementation. Ensure quick replies + high-value conversations among your clients for a positive brand experience with Anantyaai.
