Rules-based chatbots vs. AI agents
Virtual agents and chatbots are often rule-based approaches to help end-users solve a handful of basic problems. For example, IT services management (ITSM) chatbots often address common service requests such as password resets and unlocking accounts but then redirect users to FAQs and knowledge bases for more complex requests. ITSM AI agents can perform more sophisticated tasks like predictive incident management, intelligent ticket routing, and problem root-cause analysis.
“AI agents are changing the game across industries by automating tasks, solving problems, and improving workflows,” says Abhi Maheshwari, CEO of Aisera. “Unlike standard chatbots, these agents can reason, plan, and take action independently. They’re used in areas like tech, manufacturing, legal, retail, education, and government.”
Many platforms now have sidebars on webpages and other user experience elements where end-users can interact with AI agents around their work. Sometimes, the agent presents information proactively so people can take action. At other times, they lend expertise and share data-driven insights with the employee while performing their work.