Clients often ask us for an “AI chatbot” when what they need is an agent, and sometimes the opposite. Choosing the wrong one wastes budget. These are the criteria we use when scoping AI projects.
A quick definition
A chatbot answers questions in a conversation, usually from a fixed knowledge base. An AI agent works towards a goal: it can look up records, use tools, create drafts or update systems, and then report back.
Choose a chatbot when
- Most requests are the same questions about products, prices, hours or policies.
- Answers come from documents that change rarely.
- No action is needed in your business systems.
A well-built chatbot on your website or WhatsApp can handle a large share of routine enquiries and hand over to staff when needed.
Choose an AI agent when
- The answer depends on live data, such as order status, stock or account balance.
- The task has several steps, such as checking a record, drafting a reply and creating a follow-up.
- The work happens inside ERP, CRM or other business software.
Questions we ask in scoping
- What exact task should be faster, and how often does it happen?
- Which systems hold the information?
- What could go wrong if the AI makes a mistake, and who approves its work?
- How will we measure success after a month?
Often the answer is both
A common design is a chatbot at the front door for customers, backed by agents inside the business that look up orders or prepare quotes for staff to approve. Both share the same knowledge base and security rules.
Frequently asked questions
Is an AI agent more expensive?
Usually, because it needs integration and testing with your systems. It also saves more time when the use case is right.
Can we start with a chatbot and upgrade later?
Yes. We design chatbots so they can gain agent abilities later without starting again.
Related reading
For the product view of this topic, read AI Agent vs AI Chatbot: What Is the Difference? on the Reckon ERP blog.
Planning a project? Book a free consultation with our team, or see our AI agent development service.
