Compare the workflow, not the label
A scripted flow works from predefined questions, choices, and responses. It can be useful when the route is predictable, such as directing someone to a specific page. An AI support workflow interprets a visitor’s question and composes an answer using the sources available to it.
Compare both approaches using your actual enquiries. Can the visitor phrase a question naturally? Can the system find the applicable policy? What happens when a question falls outside its sources? The answers matter more than calling a tool a chatbot or an agent.
Use a real customer question
Consider a visitor asking whether a service is available for their type of business. A menu could route them to a service page. A knowledge-based agent could explain the relevant details from that page and ask for missing context. This is an illustrative workflow; its usefulness depends on the quality of the source.
Review the answer for accuracy, missing conditions, and an appropriate next step. If the visitor needs a special exception, the system should involve your team rather than manufacture a policy.
Evaluate the operating work
A scripted flow needs its branches maintained. A knowledge-based agent needs current sources and reviewed behavior. In either case, somebody must own updates and unresolved conversations.
For Zelvix, evaluate source grounding, review modes, escalation, and the handoff into your team’s workspace. Start with a limited set of enquiries and expand only after the resulting conversations meet your expectations.
Features depend on your connected services and tenant configuration. Ask our team about your setup.