the debate has definitely shifted from AI vs live chat to which interactions each should handle. AI agents are proactive in a way live chat never was. They greet visitors, recommend products, and qualify leads without waiting for someone to ask for help. That alone captures people who would have just bounced. But I don’t think live chat is going away. For high value purchases or complex issues, people still want a real person. The strongest setup is probably a hybrid. AI handles the first line and routine questions, then hands off to a human when the conversation needs a personal touch.