The useful distinction
A chatbot primarily manages a conversation. An agent can also retrieve information, use approved tools and perform bounded actions. The right choice depends on the job, risk and evidence—not the label.
Choose a chatbot when
The main requirement is answering, guiding or collecting information.
- The response scope is narrow
- No system action is required
- Human handover is straightforward
Choose an agent when
The workflow needs controlled action across one or more systems.
- Tools and permissions can be tightly defined
- Every action can be logged
- Fallback and approval paths are explicit