Why the distinction matters
A chatbot that gives a wrong answer is embarrassing. An agent that takes a wrong action, such as cancelling the wrong booking, can cost money. So agents need tighter controls: limited permissions, confirmation steps for important actions and a full log of what they did.
When you evaluate a product, ask what it can actually do in your systems, not only what it can say.
Which do you need?
If customers mostly ask the same questions, a well-informed chatbot that hands over to staff may be enough. If the follow-up work, such as booking, checking status or collecting documents, takes your team time, an agent that can complete those steps saves far more.