A chatbot answers questions. An AI agent does something with it.
An AI agent is software that independently performs a defined task: answering a question, looking up data in your systems, preparing a quote or scheduling an appointment. Unlike a chatbot, which only returns answers, an agent can take actions: and escalates to a human when unsure.
IN COMMON LANGUAGE
The difference with a chatbot
A classic chatbot works with pre-conceived answers. If you ask a question that is formulated slightly differently, it will get stuck. Everyone knows the irritation.
An AI agent also understands the question if it is asked differently, and can also look up what it needs: the status of an order, the open invoice, the next available date. He doesn't just answer, he retrieves the answer.
That is the reason why an agent requires more preparation. He must have access to the right systems, know what he is not allowed to do, and have a clear route to a person for anything that deviates.
WHY IT MATTERS
When an agent makes sense
The honest version: an agent pays off for questions that are recurring and have a clear answer. At low volumes or for questions that are tailor-made every time, it does not pay for itself.
We advise against it as often as we recommend it. We have a separate page for that, because an agent who does the wrong thing costs more than no agent at all.
- The same questions, every week — the strongest indication.
- Questions outside office hours — to which no one responds now.
- Answers that are in a system — order status, stock, planning.
- A clear boundary — what the agent is allowed to do and what goes to a person.
- Someone who is watching — especially the first weeks.
FREQUENTLY ASKED QUESTIONS
More about an AI agent
What happens if the agent doesn't know?
He then indicates this and transfers it to a person, including the conversation so that the customer does not have to repeat anything. An officer who gambles is more dangerous than an officer who does nothing, so we consciously set that limit strictly.
Can an AI agent make things up?
Language models can indeed do that. That's why we let an agent answer based on your own documents and systems, instead of general knowledge. For actions with consequences: sending a quote, rescheduling an appointment: we build in human approval.
What does usage cost per month?
In addition to construction, you pay for the use of the language model. We transfer that account to your name, so that you pay directly to the supplier and see exactly what you use. We do not charge a surcharge on this.
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A cop who work takes over?
Tell us which questions your team gets most often. We calculate whether an agent will earn a return: or advise against it.