The difference is not marketing. It determines whether your customers are helped or irritated.
A chatbot works with predetermined questions and answers and gets stuck as soon as someone formulates it differently. An AI agent also understands the question in different terms, can look up information in your systems and perform actions. An agent requires more preparation and is almost always the better choice for repetitive questions.
NEXT TO EACH OTHER
The differences at a glance
| ASPECT | Chatbot | AI agent |
|---|---|---|
| Understands unusual questions | No, follows fixed paths | Yes, also formulated differently |
| Looks up information | No | Yes, in your own systems and documents |
| Performs actions | Rarely | Yes, within predetermined limits |
| Preparation | Limited, drawing out conversations | More: sources, boundaries, escalation |
| Cost per call | Virtually zero | Model consumption, typically €20 to €80 per month |
| Risk | Frustration with unusual questions | Incorrect answer if sources are incorrect |
| Maintenance | New demand means building a new path | Updating the source is usually sufficient |
WHEN WHAT
When which: and when neither
For a handful of simple, always identical questions, a chatbot or even a good FAQ page is sufficient. The latter is free and underestimated.
For questions that frequently arise but are always formulated differently, and for which the answer is in your systems, an agent is the better choice. At low volumes, neither pays for itself: then a good contact page is enough.
- Chatbot for some regular questions — opening hours, address, returns policy.
- Chatbot on a small budget — and very predictable questions.
- Neither at low volumes — nothing pays for anything other than a few questions a day.
- Consider a good FAQ first — free, and solves more than expected.
- Agent for repetitive questions — always the same, always different.
- Agent if answers are in systems — order status, stock, planning.
- Agent for questions outside office hours — to which no one responds now.
- Agent with clear boundaries — and a route to a human.
FREQUENTLY ASKED QUESTIONS
More about the choice
Can an AI agent drive customers away?
Yes, if he gives wrong answers or does not offer a way out to a human. That is exactly why we set the escalation strictly: when in doubt, he transfers. A cop who gambles is more harmful than no cop.
What does usage cost per month?
In addition to construction, you pay for model consumption, usually between €20 and €80 per month depending on the number of calls. We transfer that account to your name so that you pay directly to the supplier and there is no surcharge from us.
We only have ten customer questions per week. Meaningful?
Probably not. At that volume, construction costs more than it saves. A good FAQ page and a clear contact form will solve the problem better, and we prefer to say that now rather than after a project.
Do you also build classic chatbots?
No. If a script is sufficient, a standard tool will be cheaper than us. We build agents that talk to your systems: that's where our work lies.
CONTINUE READING
Of course, continue reading about this subject.
Meaningful or not?
Tell us how many questions you receive per week and about what. We calculate whether it is worth it: or advise against it.