Chatbot vs AI assistant: what should you build?
Both can live in a website widget or messenger. The difference is how they think: scripted flow versus retrieval from your knowledge base — with humans still in control.
Start with a chatbot when…
Most questions are repetitive: hours, prices, delivery, how to book a call.
You need lead qualification and CRM sync more than open-ended answers.
A clear menu or short script already covers 70–80% of chats.
Choose an AI assistant when…
Answers live in long docs, release notes, or a help center that changes often.
Support volume is high and agents repeat the same product explanations.
You can provide clean source material and accept a phased rollout with human escalation.
What good delivery looks like
Guardrails, fallback to a human, and review of real conversations after launch.
One “brain” can power site widget and messengers later — you do not need five bots.
We scope either path as a fixed project where possible, then improve from real chats.
Have a similar question? Send a short brief — we reply with a realistic next step.
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