Chatbot vs Virtual Agent: What is the Difference?

Chatbots and virtual agents are often confused but represent different levels of automation capability. Understanding the distinction helps organizations choose the right technology for their needs.

What is a Chatbot?

Traditional chatbots are rule-based systems:

• Decision trees: Follow pre-defined conversation paths
• Keyword matching: Trigger responses based on keywords
• Limited scope: Handle only programmed scenarios
• No learning: Static unless manually updated
• Deflection focus: Route to articles or humans

What is a Virtual Agent?

Virtual agents are intelligent AI systems:

• Natural language: Understand meaning, not just keywords
• Context awareness: Remember conversation history
• Autonomous action: Take actions in connected systems
• Continuous learning: Improve from interactions
• Resolution focus: Actually solve problems

Key Differences

• Understanding: Chatbots match keywords; virtual agents understand intent
• Flexibility: Chatbots need exact phrases; virtual agents handle variations
• Actions: Chatbots respond; virtual agents take action
• Complexity: Chatbots handle FAQs; virtual agents manage workflows
• Outcomes: Chatbots deflect; virtual agents resolve

Performance Comparison

• Chatbot deflection: 10-30%
• Virtual agent resolution: 80-93%

When to Use Each

Chatbots may suffice for:

• Simple FAQ responses
• Basic navigation help
• Low-volume use cases

Virtual agents are needed for:

• Complex issue resolution
• Actions requiring system access
• High-volume automation
• Enterprise customer service

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Maven AGI Difference: We provide true virtual agent capabilities. Our AI understands context, takes actions, and resolves issues autonomously. The 90%+ resolution rates our customers achieve are not possible with traditional chatbots.

Book a demo to see virtual agent capabilities.