The shift from scripted chatbots to autonomous AI agents -- and what founders need to know before upgrading.
Chatbots follow scripts; AI agents reason, use tools, and take action autonomously. Understanding this distinction helps founders invest in the right technology at the right time.
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A chatbot is a decision tree with a chat interface. An AI agent is an autonomous reasoner that plans, acts, and adapts.
| Capability | Chatbot | AI Agent |
|---|---|---|
| Conversation | Scripted flows | Free-form reasoning |
| Actions | Button clicks | API calls, tool use |
| Memory | Session only | Persistent context |
| Failure mode | "I don't understand" | Escalate intelligently |
A well-built AI agent handles 70-80% of Tier-1 support without scripting every flow and integrates directly with your CRM.
Upgrade when scripted flows can't keep up, customers complain about "robotic" interactions, or you need the bot to do things, not just answer.
Start hybrid: chatbot for FAQs, AI agent for complex queries. Measure resolution rates, then gradually shift traffic.
