I think the shift is less about completely replacing live chat and more about using AI and humans for different types of interactions.

AI agents can be really useful for answering common questions, recommending products, qualifying leads, and handling customers immediately, especially when a business has a high volume of inquiries. But for complex questions or high-value customers, having the option to speak with a real person can still make a big difference.

My guess is that the hybrid model could work well because AI handles the repetitive first steps while humans step in when the conversation needs more personal attention