The words get mixed up in sales pitches. Knowing the difference helps you buy the right thing.
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Workflow automation
A set of rules that moves information or triggers an action when something happens. For example, "when a call is missed, send a text and log the lead." It is predictable and cheap to run. Many valuable business tasks need nothing more.
Chatbot
A tool that converses with customers, often on a website or by text. Older chatbots follow scripts. Newer ones use AI to understand free-form questions and reply. Useful for answering common questions and capturing contact details.
AI assistant
A more capable system that can interpret requests, draft, summarise and take limited actions. It is flexible, but can be wrong, so it needs limits and review. See AI hallucinations.
Which do you need?
Start with the simplest thing that solves the problem. If a rule can do it, use a rule. Add AI where the task involves language or judgement, and keep a person in the loop. See human in the loop.
How to tell if a pitch is honest
It names the specific task, the tool involved, who reviews it and what it costs, instead of just saying "AI-powered". See questions to ask an AI vendor.
Common questions
Is a chatbot the same as an AI assistant?
Not always. Some chatbots are rule-based; AI assistants understand and generate language more flexibly.
Do I need AI at all?
Not for every task. Many are solved by simple automation.
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