A chatbot is an interface. An agent can choose tools or steps within defined limits. A workflow follows rules you specify. A useful product can combine all three.
1. Describe the job in observable terms
Write one request, the information available when it arrives, and the result a person should receive. “Improve customer service” is too broad. “Draft a reply using the current returns policy and this customer’s order status” gives you something to design and test.
Separate finding information from changing records. Reading an order, drafting a reply, and issuing a refund have different business effects. List the permitted actions and who can approve them. This task description remains useful whether the interface is a form, chat window, or voice conversation.
2. Compare the three patterns
A rule-based workflow is a good fit when the inputs and decisions are explicit: an approved order triggers a notification, or a scheduled job prepares a report. A conversational interface makes a request easier to express but does not require an agent to choose every step.
An agent uses a model to help decide which available capability to use next. That flexibility can help with variable language and several possible paths. It also creates more possible states to observe and evaluate.
On small screens, scroll the table sideways to see every column.
| Pattern | Useful starting task | What you define |
|---|---|---|
| Rules and APIs | Route a request with explicit conditions | Triggers, business rules, and retries |
| Chat assistant | Answer or draft in a conversation | Knowledge, context, and escalation |
| Tool-using agent | Choose among permitted lookup or action tools | Tools, authorization, limits, and recovery |
3. Give the application ownership of actions
The model can propose a tool call; application code executes it. Keep authentication, record authorization, field validation, and business rules in that application boundary. A sentence telling the model to respect permissions is not an access-control system.
Use separate tools for separate responsibilities. A read-only order lookup should not also send an email or cancel the order. Small tool contracts are easier to test, explain to reviewers, and disable independently if an integration fails. Give each completed operation a durable identifier so the interface can report its real outcome.
4. Test the path as well as the final answer
Collect representative requests, including incomplete information and unsupported requests. Check whether the system selected the right source or tool, supplied valid arguments, and stopped when the task was complete. A fluent final message can hide an incorrect lookup or a failed action.
Compare the candidate with a simpler baseline. If a fixed retrieval-and-drafting workflow meets the acceptance criteria, an extra planning loop may add cost without useful improvement. Measure response time, tool calls, review effort, and recovery behavior alongside answer quality. Repeat important cases because model outputs can vary.
5. Start with one bounded responsibility
Begin with a small read-only or draft-only feature. Make the product show which sources were consulted and which action is pending. Introduce write actions only after the team has agreed on the authorization, review, and recovery behavior.
Assign an operating owner. Someone must review failed requests, update knowledge, monitor model usage, and check behavior when a provider or tool changes. “Agent” describes part of the architecture; it does not replace those product responsibilities.
6. Frequently asked questions
Does a chatbot need to be an AI agent?
No. A chat interface can call a fixed workflow, retrieve documents, or collect a form-like request. Use an agent when choosing among tools or steps solves a real requirement.
Are multiple agents always better?
No. Several agents introduce coordination, state, and evaluation work. Start with one bounded system, and split responsibilities only when a measured need justifies it.
Can an agent work with our ERP?
Potentially, through available modules or APIs. Check the system version, access plan, permissions, and business rules. The application must authorize each record and action.
7. Related articles and next steps
Bring representative inputs, expected outputs, and the systems involved. Discuss your requirements with OdooMatrix.