A chatbot answers predictable questions with scripts or a knowledge base. An AI agent understands a goal, plans steps, uses tools (APIs, CRM, databases) and can act autonomously within defined boundaries.
When to choose a chatbot
FAQ, hours, routing to a human — simple needs at high volume.
When to choose an AI agent
Lead qualification, document analysis, multi-step tasks, system integration — where value is in action, not just answers.