We sell agents. That is why we should first list what they cannot do.
An AI agent is cheaper and scales indefinitely for repetitive questions with a clear answer that is stored in your systems. An employee is needed whenever judgment, exceptions or customer relationships are involved. In practice, it is not a choice but a division: the agent takes over the repetitive work so that people have time for the rest.
NEXT TO EACH OTHER
The differences at a glance
| ASPECT | AI agent | Additional employee |
|---|---|---|
| Availability | Always, even at night | Office hours |
| Costs | Construction plus model consumption, €20 to €80 per month | Salary and employer charges |
| Scales when busy | Unlimited and direct | Recruiting and onboarding |
| Exceptions | Weak, must escalate | Strong, uses judgment |
| Customer relationship | Functional | Personal, builds trust |
| Mistakes | Consistent, but convincingly wrong possible | Variable, but notes doubt |
WHEN WHAT
What belongs where
The division that works in practice: the agent asks the questions that often recur and the answer to which is certain, and transfers everything that deviates to a human.
Where we advise against it: at low volumes, for legally or medically sensitive answers, and anywhere where an error is irreparable. The risk does not outweigh the savings.
- Agent for repetitive questions — always the same, always different.
- Agent outside office hours — where no one responds now.
- Agent at peaks — scales without yards.
- Agent when the answer is certain — and can be found in a system.
- Human in judgment — where weighing is necessary.
- Person with complaints — an angry customer wants a person.
- Person in sales conversations — trust is not built automatically.
- Human at low volumes — no agent pays for a few questions a day.
FREQUENTLY ASKED QUESTIONS
More about the trade-off
Does an agent replace an employee?
Rarely completely, and we don't sell it that way either. What he takes over is the repetitive part: often a significant part of a support function: so that the same people have time for work that requires judgment.
What if the agent makes a mistake?
That is why we build in human approval for everything with consequences, and escalation when in doubt. The residual risk remains and you should be informed about this in advance rather than afterwards.
When do you advise against it?
For fewer than a few questions per day, for legal or medical advice, and when your documentation is so messy that you cannot create a reliable source. The latter is more common than people think.
CONTINUE READING
Of course, continue reading about this subject.
What suits your volume?
Tell us how many questions you receive per week and about what. We charge for it: or advise against it.