AI Chatbot vs. AI Agent for Customer Support: What is the Real Difference?
Support leaders face overlapping vendor terminology, and the chatbot-versus-agent distinction decides what you are actually buying. This episode explains what a chatbot does and what an agent adds, compares them on function, integration, autonomy, deployment complexity and risk, sets out when to start with a chatbot and when an agent is justified, walks a five-step evaluation framework, and covers why IT and security belong in the decision, the five common mistakes, data-handling considerations, and how to measure success beyond deflection rate.
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