- Chatbots talk. Agents talk and do things, like book, update records and send messages.
- Agents need guardrails: clear rules, limited permissions, human approval for sensitive steps.
- Many businesses need both, in that order.
Chatbot
A chatbot answers questions from information you give it, such as hours, services and prices. It is useful for frequent questions and can reduce interruptions.
AI agent
An agent can go further. It can check your calendar, book an appointment, update the customer record, send a confirmation and notify your team. Because it can act, it needs boundaries: what it may do on its own and what needs a person’s approval.
Which do you need?
If your main problem is repeated questions, begin with a chatbot. If the problem is work that happens after the question, such as booking, quoting and follow-up, you need an agent. Read how we approach this on the AI Revenue Engine page and how we keep it secure on the technology page.
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