The Terms Describe Different ThingsA chatbot is a conversational interface. It can follow fixed rules, use a language model, or combine the two. Calling a product a chatbot does not establish whether it can use tools or complete a booking.An agent typically selects actions using the model and connected tools. A workflow follows a more predetermined sequence. A single product can include a chat interface, fixed workflows and agent behavior.Ask what the system does with your actual request. The useful distinction is its behavior and control over actions, not the label on the product.When a Fixed Workflow Is EnoughA contact form or guided conversation can be suitable when you need the same information in the same order. A fixed workflow can also create a booking after checking availability and collecting confirmation. It does not need unrestricted agent behavior to do that.This approach can make permitted actions easier to understand and test. It still needs handling for invalid inputs, unavailable services and customers who need help.For a short list of approved answers, a maintained FAQ may meet the need without adding a conversational tool at all.When Agent Behavior May HelpAn agent may be useful when requests vary and the next action depends on what it discovers. For example, it could identify which approved document answers a question, ask for missing information and select a permitted follow-up tool.That flexibility adds decisions to test. Set limits on available tools, data access and actions. A payment, cancellation or record change should have the checks appropriate to its consequences.Evaluate whether the system asks for clarification when needed and whether it stops safely when information is missing. Fluent wording is not evidence of a correct action.Compare Total CostsThere is no universal price or return for either category. Obtain quotes against the same workload and include setup, usage, integration, support and staff review.A low subscription price may leave integration and maintenance with your team. A more expensive managed service may include work you would otherwise do internally. Confirm the scope in writing.Run a small comparison using representative tasks. Measure completed work, corrections, handovers and operating time. Choose the option that meets the requirement at an acceptable total cost.Ask for a Demonstration of FailuresInclude a normal request, conflicting information, an inaccessible system and a duplicate submission in the demonstration. Check both the customer response and the resulting records.Ask how staff take over, what is logged, how permissions are limited and how the service can be disabled. These questions apply equally to a chatbot, an agent and a conventional workflow.Book a 30-minute consultation to discuss your requirements. It is free for businesses with 20 or more full-time staff; otherwise AUD $200 including GST.SourcesAnthropic: building effective agents