AI agents vs chatbots: Understanding the key differences and use cases

If you’ve ever used a website’s live chat for support or requested the weather forecast from Alexa, then you’ve interacted with a chatbot. Such AI-powered assistants are excellent at responding to straightforward questions and performing mundane tasks. However, they can only go so far. Request a chatbot to create a report of last quarter’s sales or give you a summary of your recent client interactions, and it’ll probably point you in another direction.

AI agents, however, are programmed to do much more.

• Need an AI assistant that gives your sales leads top priority?
• Want a summary of yesterday’s strategy meeting?
• Need data-driven insights to optimize your marketing campaign?

AI agents can do all this with ease.

Automation technologies offer productivity boost of 0.5% to 3.4% from 2023 to 2040, depending on the rate of adoption. – McKinsey & Company

Both chatbots and AI agents engage in conversations, it’s easy to confuse the two. So, what sets them apart? Let’s break it down.

Looking for AI agents development?

Let our Salesforce certified developers help you build AI agents using Agentforce. Unlock the full potential of AI with our tailored solutions.

Explore our Agentforce services

What are AI chatbots?

AI chatbots are programs that use natural language processing (NLP) to interpret and respond to user queries. They use predefined workflows or machine learning models to offer automated support, respond to FAQs, and conduct simple tasks. Nevertheless, their ability is bound to scripted conversations and limited responses.

What are AI agents?

AI agents, created by using tools such as Salesforce Agentforce, extend beyond chat-centric interaction. They leverage large language models (LLMs), automation platforms, and enterprise data integration to perform complex activities. They can analyze data, automate processes, make decisions, and even take multi-step actions on their own, thus being more powerful than conventional chatbots.

Salesforce Agentforce: AI-powered customer engagement

Discover the innovative features and use cases of Agentforce that make it a game-changer for businesses. Check out the blog for more insights!

Read more

Features of AI chatbots

• Conversational AI – Uses NLP to understand and respond to user queries.
• Predefined workflows – Follows structured responses based on programmed decision trees.
• 24/7 availability – Provides instant responses to common queries, improving customer support.
• Limited learning capability – Often relies on static data and requires manual updates for improvement.
• Multi-channel support – Operates across websites, mobile apps, and messaging platforms like WhatsApp and Facebook Messenger.

Features of AI agents

• Autonomous decision making – AI agents can analyze data, make decisions, and take action without human intervention.
• Context awareness – Understands complex workflows and maintains long-term memory of interactions.
• Multi-step process execution – Goes beyond answering queries to perform actions such as data processing, report generation, and workflow automation.
• Integration with enterprise systems – Connects with CRMs, ERPs, and other software for seamless automation.
• Continuous learning and adaptation – Uses AI models to improve over time based on new inputs and real-world scenarios.

Suggested: Personalized AI agents: From present potential to future powerhouse

Key differences between Agentforce AI agents and AI chatbots

Technical difference between AI agents and chatbots: How technologies define their capabilities

What is Salesforce Agentforce?

Salesforce Agentforce is an AI-based platform launched by Salesforce to allow businesses to build, customize, and deploy autonomous AI agents. The agents can work independently and carry out operations like fetching useful data, creating action plans, and executing actions without continuous human intervention.

Key features of Salesforce Agentforce:

• Data integration: Agentforce connects to structured and unstructured data via Salesforce Data Cloud, ensuring real-time, context-aware responses.
• Low-code agent builder: Users can define tasks and create action libraries with a low-code interface for easy AI agent customization.
• Security & compliance: Extends Salesforce security policies, ensuring secure data retrieval and zero retention by AI model partners.
• Audit trail: Tracks agent actions and reasoning, improving AI transparency and explainability.

Use cases of AI chatbots

AI chatbots are best suited for conversational automation. They handle repetitive queries and provides instant responses.

• Customer support: Answer FAQs, troubleshoot common issues, and guide users through basic processes.
• E-commerce: Recommend products, process orders, and provide shipping updates.
• Appointment scheduling: Help users book meetings, send reminders, and manage calendars.
• Lead generation & qualification: Engage website visitors, collect contact details, and qualify leads.
• HR & employee support: Automate onboarding, provide policy information, and assist with IT requests.

Use cases of AI agents

AI agents go beyond chat by automating complex tasks. They integrate with enterprise systems and make data driven decisions.

• Sales intelligence: Prioritize leads, generate insights, and personalize outreach based on CRM data.
• Automated report generation: Summarize sales performance, financial data, or customer trends.
• IT & operations automation: Manage workflows, detect system anomalies, and resolve IT tickets.
• Finance & risk analysis: Evaluate transactions, detect fraud, and recommend cost-saving strategies.
• Marketing campaign optimization: Analyze customer behavior, generate targeted content, and adjust strategies dynamically.

Suggested: Salesforce Agentforce 2.0: The evolution of AI-powered efficiency

When to choose AI chatbots?

AI chatbots are the best option if your top priority is conversation automation for customer support and engagement. They function ideally in situations where:

• Individuals require immediate responses to frequently asked questions (FAQs).
• The company needs a low-cost and simple-to-deploy solution to process large amounts of repetitive questions.
• The chatbot has to simply adhere to pre-defined scripts and workflows with minimal contextual knowledge.
• Support teams require fundamental help with lead qualification, ticketing, or appointment booking.

When to choose Agentforce AI agents?

AI agents that run on Agentforce are a better option for companies who require:

• Autonomous decision making without human intervention.
• Automation of end-to-end workflows beyond basic conversations (e.g., insurance claim processing, supply chain management, or financial transactions).
• Context-sensitive AI that learns over interactions and adapts responses dynamically.
• Business-class integrations with CRM, ERP, and other business applications for seamless automation.
• A learning, improving, and adapting solution over time through sophisticated AI models.

AI agents vs chatbots: Which one is right for your business?

The choice between an AI chatbot and an AI agent depends on your business needs and technical requirements:

• AI chatbots are ideal for companies looking for basic conversational automation, such as customer service bots, FAQ assistants, and lead qualification tools.
• AI agents powered by Salesforce Agentforce are designed for enterprises that need advanced automation. They help with real-time decision making and deep system integrations to streamline operations and improve productivity.

If you’re still not sure how AI agents can automate your business processes, an AI consulting company can assist you. Our consultants evaluate your organization’s specific needs, find automation opportunities, and deploy AI-powered solutions suited to your workflow.

Our certified Salesforce developers help you maximize efficiency, lower operations costs, and remain competitive in a fast-changing digital world. Talk to our experts to discuss your use case.