I tend to believe that AI agents are probably better at suggesting things when the customer is still trying to figure out what they actually want, because the agent can guide the conversation, compare options, explain pricing, and keep things moving, rather than just waiting for someone to ask a question. But if the purchase is expensive, complicated, or requires a higher level of trust, I would still like to have a human around so I wouldn’t be replacing live chat completely. I think a better setup is for the AI to take the early part of the journey and for humans to step in when the conversation requires judgment, reassurance, or a more human element.