What is a chatbot
A chatbot follows predefined rules and flows. It answers frequent questions and performs simple actions, but gets stuck on anything it wasn't programmed for.
What is an AI agent
An AI agent understands context, uses tools (querying databases, sending emails, updating systems) and decides the steps to complete a task, not just to answer.
Key differences
- Autonomy: the chatbot follows a script; the agent plans and decides.
- Context: the agent understands complex conversations and your company's data.
- Actions: the agent executes tasks (not just responds).
- Outcome: the chatbot informs; the agent resolves.
When to use each one
A chatbot is enough for simple frequently asked questions. An agent makes sense when you want the system to resolve entire tasks, such as processing a request, scheduling, querying and acting on your data.
Our recommendation
Most companies start with a chatbot and discover they need an agent. We help you define which one applies to your case, with a pilot to validate it risk-free.