Yes this. If your thinking of incorporating live chat then make sure it's backed by humans or at least a way to get to human easily (if your AI bot fails to add

Yes this. If your thinking of incorporating live chat then make sure it's backed by humans or at least a way to get to human easily (if your AI bot fails to address the initial question). When you don't have a human available such as outside normal business hours just hide the chat feature, people can use your contact form. IMHO this is the only acceptable method for having a chat feature on a site.