AI Agent vs Chatbot: What’s the Difference and When to Use Each

AI agent vs chatbot is a common question when planning automation. A chatbot usually follows a fixed script or FAQ. An AI agent can take actions—update a CRM, create a ticket, send an email—based on context and goals. Both can cut cost and improve response times; the choice depends on how much flexibility and action you need.

When to use an AI agent vs a chatbot

Use a chatbot when you mainly need consistent answers to known questions (e.g. policy, opening hours). Use an AI agent when you need decisions and actions: triaging support, qualifying leads, or moving a request through approvals. Many businesses start with a chatbot for one channel, then add an AI agent for a specific workflow.

Understanding AI agent vs chatbot helps you pick the right tool for each use case. If you’re not sure which fits your process, we can help you decide and build it.