Chatbot or AI agent? How they differ and which is right for your business
A chatbot answers questions. An AI agent also does work in your company’s systems: it books a table, registers a patient for an appointment, reads CVs and documents, sends a payment link, updates the CRM and hands a case to a person with a summary. If the goal is to take workload off your team, you need an AI agent or a chatbot with integrations.
Comparison in one table
| Chatbot | AI agent | |
|---|---|---|
| Answers questions | Yes | Yes |
| Performs tasks (books, registers, sends) | Rarely | Yes |
| Works in company systems (CRM, calendar, ATS) | To a limited extent | Yes, through integrations |
| Channels | Usually website chat | Website, WhatsApp, phone, email |
| Reads documents (CVs, IDs, invoices) | No | Yes |
| Impact on the team | Fewer simple questions | Fewer entire processes handled manually |
When is a chatbot enough?
When most contacts are simple questions about opening hours, prices and directions, and cases end up with a conversation with a person anyway.
When do you need an AI agent?
When you want a case to be fully resolved without involving your team: reservation confirmed, patient registered, candidate with a complete set of documents and a signed contract.
Examples from our deployments
- Restaurant in Gdańsk — AI books tables, takes event and catering orders, sends a deposit link and issues an invoice in KSeF (the Polish national e-invoicing system).
- Clinic in Gdańsk — AI registers patients 24/7, runs a preliminary interview and books appointments in the clinic’s system.
- International recruitment — AI guides the candidate from the first message to signing the contract in SignSafe, in many languages.
See all our AI agents — from the AI Receptionist and AI Medical Receptionist to the AI Sales Rep and AI Tender Specialist.