In my experience they are a combination of both. You start a chat with a computer who notifies a 'real person' - sometimes it's out of hours and the person doesn't get back to you til the next day (I hate that, don't pop up with a LIVE chat request if there is no one there) but if it's during office hours I've only had to wait a few minutes to be chatting with a human
Especially when you get the preliminaries over quickly like: "My name is qak and I need help with X" and the robot reply is "Who am I chatting with today" (wait for reply) and then "How can I help you today?" (waits for reply).
nb IKEA's Anna is totally computerised, she doesn't want to know who you are!
You've read the books and watched all the movies, now Harry Potter fans can visit the magical places from the wizarding world in person. Here's 10 of the best Harry Potter destinations every fan should see.