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Chatbots converse. Agents pursue goals with tools. Knowing the difference prevents overbuying autonomy — or under-delivering automation.
Strong for FAQs, guided conversations, and deflection when knowledge is grounded. Weak when work requires updating multiple systems safely.
Plan steps, call APIs, and handle branching workflows. They need permissions, tracing, and often human approval for high-risk actions.
Start with a grounded chatbot/copilot. Introduce agents for one workflow with clear tools and metrics. Expand autonomy only after evaluation.