Workflow automation follows fixed rules, a chatbot mainly replies to messages, and an AI agent uses a language model plus your data and tools to complete a task end to end, with limits you set. Choose the simplest option that handles the variation in your work.
Workflow automation: fixed rules
Best when inputs are structured and predictable, such as moving a form submission into a CRM. It is reliable and easy to audit, but it breaks when input varies.
A plain comparison of three approaches to automating repetitive work.
Chatbots: conversation first
A chatbot answers questions in a chat window, often from a script or a knowledge base. It suits FAQs and routing, but usually does not take actions in your systems.
AI agents: read, decide and act
An agent uses a language model to read unstructured input, retrieve your documents, use tools and finish a task, for example resolving a support ticket or extracting data from invoices. Sensitive steps should require human approval.
How to choose
Pick one repetitive, measurable workflow. If the input is structured, start with plain automation. If it is unstructured text or documents, an agent is likely worth scoping. Keep a person in the loop for anything risky.
Common questions
Software that uses a language model, your tools and a knowledge base to complete a task end to end.
Not always. For simple FAQs a chatbot may be enough. Agents help when the task needs data lookup, decisions and actions.
One repetitive, measurable workflow such as support, document parsing or lead qualification.
For sensitive actions, yes. Approval steps and logging are good practice.