When a company decides to interact with users in an automated way, three terms usually come up: chatbot, AI-powered chatbot, and virtual agent. They may seem the same, but they’re not. In this quick guide we explain the differences, when each one is convenient, and how to choose the best option for your customer service.

Chatbot vs virtual agent

What is a chatbot?

A chatbot is an automated chat menu. It shows you buttons and options, you choose, and it guides you step by step according to a script. It’s useful for typical questions and basic tasks. To better understand how it works, you can check out examples here.

Advantages of a chatbot

• A chatbot can be launched quickly and starts interacting with users almost immediately.

• Since you design the conversation tree, you maintain full control of the flow: which options appear, in what order, and how responses are given.

• It’s also low cost, making it ideal to launch a customer service without big investments.

Limitations of a chatbot

• Its understanding is literal: if the customer goes off script, the bot may freeze or give a generic response.

• It manages little context and limited personalization, so it’s not the best option when queries require nuance or memory of past interactions.

Use cases

• Excels at quick tasks: schedules, policies, and simple order status checks.

• It’s also perfect for identifying the reason for contact and transferring the conversation to a human agent when needed.

What is a virtual agent?

A virtual agent combines the understanding of an AI-powered chatbot with the ability to take action in your systems: CRM, ERP, payment gateways, or PBX. It doesn’t just answer: it executes processes (open a ticket, change an address, cancel an appointment) and can serve customers via voice or chat.

Advantages of a virtual agent

• Automates tasks end-to-end, freeing your team from repetitive work.

• Operates 24/7 without overwhelming human agents, ensuring quality and traceability in every interaction.

• Unifies voice and digital channels, offering a seamless customer experience.

Things to keep in mind

• Requires integrations with your systems and careful management of data and consents.

• Needs ongoing design and monitoring: without supervision, it may generate errors or frustrate customers.

How to know if your company needs a chatbot or a virtual agent

• Type of queries:

  • Repetitive and simple questions (schedules, order status) → Chatbot

  • Complete procedures or system transactions (sign-ups, changes, returns) → Virtual agent

• Main channel: If phone or voice is important, the right choice is a virtual agent.

• Integrations: If you need to connect with your CRM, ERP, or other internal tools, the best option is the virtual agent.

• Time and budget: If you want to start quickly and cheaply, go with a chatbot. If you want a bigger leap in automation, choose a virtual agent.

In short, both chatbots and virtual agents can transform how your company serves customers. The key is choosing the solution that best fits your current needs… and making the leap when your business is ready. At Fonvirtual, we help you design that path step by step, so you get the most out of each stage.

FAQ

Can I combine all three options?

Yes. Many companies start with a chatbot, add AI to improve understanding, and when they integrate systems, activate a virtual agent.

Do they replace human agents?

No. They free up time for valuable cases, while humans handle complex or sensitive issues.

Which channel works best?

It depends on the user. A virtual agent allows you to unify voice and chat while maintaining context.

What do I need to get started?

Clear use cases, content or knowledge base, access (if applicable) to APIs/CRMs, and a metrics plan.