Define the decision
A chatbot generally responds within a conversation; an agent may also use tools and carry out a bounded workflow.
AI & Automation
AI Agents Versus Chatbots: What Businesses Should Understand Before Automating Customer Work
A chatbot generally responds within a conversation; an agent may also use tools and carry out a bounded workflow.
Plan the work
Define permitted actions, data access, human approval points and a fallback route before automation.
Verify the result
Evaluate outcomes and failure cases against the actual support or operations task.