Use AI for momentum
Let shoppers get immediate help with product discovery and common questions instead of waiting for the next available agent.
Explore product recommendationsShopify customer conversations
Shopify AI chatbot vs. live chat: where each one helps.
AI chat and human support work best together. Use automation for the questions that slow shoppers down, and people for moments that need judgment.
SituationAI chatbotLive chat
Best forRepeatable product, catalog, and policy questionsNuanced exceptions and conversations needing judgment
AvailabilityAvailable whenever shoppers visit your storeBased on your team’s coverage
Product discoveryGuides shoppers using connected catalog informationDepends on each agent’s product knowledge
Human judgmentEscalate when a human response is the better fitIdeal for reassurance, complex issues, and empathy
Keep people for high-value moments
Your team can focus on exceptions, sensitive support issues, and conversations where a personal touch earns trust.
Explore support conversations