Describe what needs to happen
One person writes to ask about a service. Another needs an order to reach the correct system. A third wants a request investigated and several next steps prepared. All three tasks might involve AI, but their requirements differ.
Chatbot mainly describes a conversational interface. Behind it there may be prepared answers, document searches, a language model or a system with tools. The name alone does not explain its capabilities or permissions.
An automation follows a defined route: it receives input, applies rules and produces output. An agent can choose steps or tools within the limits it has been given. This distinction helps identify where a process needs flexibility and where predictable rules are enough.
Autonomy needs a reason
When a task always follows the same steps, a fixed flow may be sufficient. If information arrives in free text, a model might help interpret it while rules govern the rest of the process.
When work requires choosing between different paths, evaluate whether an agent adds value. That choice also creates more situations to test: which tool it selects, when it stops and what happens when information is unavailable.
Set limits on actions
Before selecting a solution, write down what it can read, what it can prepare and what it can execute. These are different permissions. An assistant that drafts a proposal does not necessarily need permission to send it or change its terms.
Include situations that require a person: conflicting information, a commercial exception or a request outside the agreed scope. Test those paths as well as the successful journey.
Draw the task with boxes and arrows. If every transition can be defined, start by evaluating a fixed flow. Mark the points that require interpretation or a choice; those are places to examine what AI capability is useful. A solution can combine conversation, rules and an agent, provided each part has a clear purpose.
