I'm afraid people become frustrated or confused while using a website I maintain and I'd like to lower the bar for getting assistance. We already have a form for someone to email for help and a toll free phone number. I'd like to provide an online chat functionality so people can get instant help without reaching for the phone. Does anyone have any experience with Live Person Chat or anything like that?
It is taking too long to for the link to open here. Coming back, I have seen "chat now" kind of links on some of the web-hosting providers (probably one of the providers in servlet faq section here itself, not sure). I once clicked it (assuming that a real person would help me) but soon i felt it was automated, as a user-experience, I did not feel like chatting to a machine.
Such systems can be developed but we would end up concentrating more on neural-network or artificial intelligence than on the real purpose (which is site-maintenance).