The difference between a chatbot and an agent
A chatbot answers. An agent does something: checks stock, books the slot, raises the ticket, drafts the quote, updates the record, then tells the customer what it did.
That distinction is the whole value. Answering questions saves your team minutes. Completing tasks saves them the job.
Where our agents get deployed
Customer support. Grounded in your help centre, policies and past tickets. Handles the recurring majority, escalates the rest with full context attached so the human doesn’t start from zero.
Sales and qualification. Responds to inbound in seconds, asks the qualifying questions your team would ask, books straight into the calendar, and writes a clean summary into the CRM.
Internal copilots. The agent that knows your SOPs, your pricing rules, your contract templates and your project history — so a new starter can be useful in week one instead of month three.
Guardrails are the product
Anyone can wire a model to a chat window in an afternoon. The work is in everything around it:
- Grounding. Answers come from sources you approved, with citations, so claims can be checked.
- Refusals. Explicit rules on what it must not do — no pricing improvisation, no legal or medical advice, no promises about delivery dates.
- Escalation. Defined triggers where it stops and fetches a person, with the conversation summarised for them.
- Evaluation. A test suite of real questions with known-good answers, run on every change, so quality is measured rather than assumed.
Honest about the limits
Language models are confident by default and occasionally wrong. We design for that — narrow scope, grounded sources, human review where the cost of being wrong is high. If a use case can’t be made safe within your risk tolerance, we’ll tell you before you commit budget rather than after.