Agentic AI vs. Automation vs. Chatbots: What Are The Differences?

You may have noticed that brands, apps, and platforms today are increasingly adopting AI into their stacks. From AI tools, Chatbots, to now, Agentic AI, businesses may seem to use these terms interchangeably or loosely.

Whether you’re a business owner who may have AI but not sure how to describe what you have or a messaging user who experiences AI daily but doesn't quite understand what is happening behind the scenes, this blog breaks down the common terms we see as AI in business messaging trends keep emerging.

Messaging Automation Is A Spectrum

Messaging automation is sometimes categorized by tools that have AI vs. no AI, but rather than two sides of the coin, it’s more accurate to think of messaging automation as a spectrum, from basic automation to Agentic AI. Understanding this helps businesses position their technology accurately and users understand what they’ll encounter.

Automated Messages

This is what users encounter the most. Automated messages usually include auto-replies, keyword-based triggers, and simple routing to different inboxes.

An example of this is WhatsApp Automation from Convrs, this tool automates WhatsApp messages to be sent instantly to customers based on triggers such as:

• Inactivity - Automated WhatsApp messages activated when there is a lack of interaction or engagement over a specific period. Businesses mainly use this feature for re-engaging customers who haven’t completed an action.
• Activity - Automated WhatsApp messages activated when an action is taken by a customer. These help in responding to customers quickly.
• Scheduled - As the name suggests, these are automated WhatsApp messages that go out at specific times. These ensure that communications are sent exactly when needed, helping businesses stay on top of mind.

Though automated messages are on the more basic side of the messaging automation spectrum, it’s still very helpful to have. Automated messages can be utilized in diverse use cases, from marketing automation, sales automation, to customer service.

Automation Flows

Automation flows are structured conversations that help guide users through certain processes, such as signing up for an account, KYC, and more. Automation flows are helpful for businesses because they make information collection consistent, reduce back-and-forth, and make handoffs to human agents smoother.

Convrs’ Chatbot Flow Builder tool is an example of an automation flow tool. The Chatbot Flow Builder lets businesses set up their chatbots to address specific business needs and goals with logic blocks.

• Logic Blocks - Allows you to create conditional statements, control flows, and execute specific actions based on predefined conditions.

Automation Flows are helpful for speeding up customer service, lightening the load of agents, routing chats to the right teams, and enabling self-service for customers.

AI Chatbots

AI Chatbots are bots that can understand natural language, making the interaction feel more conversational than with basic bots. AI Chatbots can answer FAQs in real time by generating responses based on approved knowledge bases. This often serves as the first point of contact before handing off the conversation to a human agent. Businesses use AI Chatbots to handle high messaging volumes, answer common questions, qualify leads, and be available outside of business hours.

AI Chatbots from Convrs are powered by OpenAI, automating responses, reducing wait times, and providing accurate, 24/7 assistance across all messaging channels. This works by analyzing messages and responding based on natural language processing.

AI Tools

AI Tools are not usually customer-facing, rather, they help human agents behind the scenes. AI Tools help businesses give more polished, consistent, and faster responses. These tools are useful in helping agents respond faster and better, reduce manual work, and make it easier to manage large teams and high message volumes.

AI Tools from Convrs include the following:

• AI Writing Assistant - Helps teams write better and faster, instantly improving message tone and clarity by polishing grammar and rewriting for coherence. Its newest feature also includes context-aware suggested replies to help teams provide smart, relevant response options based on the conversation.
• AI Chat Summary - Generates summaries that capture the key points of the conversation. This AI tool is great for busy teams managing handovers or supervisors tracking agent performance.
• AI Chat Tagging - Categorizes every chat automatically by analyzing content and assigning relevant categories for routing, reporting, and follow-up.
• AI Sentiment Analysis - Analyzes the emotional tone of each conversation so teams can understand how customers feel immediately without needing to read the entire conversation.
• AI CSAT - Gives teams an instant read on how satisfied a customer is based on conversation content.

Agentic AI

Agentic AI is the messaging automation feature you’re likely hearing about the most. Because it’s the newest feature, it also tends to be the most misunderstood.

According to Google Cloud, Agentic AI is an “advanced form of AI focused on autonomous decision-making and action”. IBM describes Agentic AI as “an artificial intelligence system that can accomplish a specific goal with limited supervision”. And for Amazon Web Services (AWS), they say that Agentic AI is “an autonomous AI system that can act independently to achieve pre-determined goals”.

Simply put, Agentic AI is AI that understands context, takes initiative, and works toward a goal, rather than reacting to commands or following a rule set.

The rise of Agentic AI doesn’t mean every conversation will be taken over by AI. Instead, Agentic AI will actively support teams by:

• Helping prioritize urgent conversations
• Providing context-aware recommendations
• Connecting insights from AI Chatbots, automation flows, and AI tools into smarter decisions

The Wrap Up

From simple automated messages to Agentic AI, messaging automation exists on a spectrum. Each plays a different role: automation handles routine tasks, chatbots manage conversations, AI tools support agents, and Agentic AI helps teams make smarter, faster decisions.

For messaging, the future isn’t in just one type of automation, rather, it’s employing the right messaging automation tool for the right job. Want more messaging insights tailored for your business? Book a free, no commitment demo with Convrs today!