Chatbots vs AI Agents: The Shift toward Multi-Step Automation in Sales Support Workflows
DOI:
https://doi.org/10.63282/3050-9416.IJAIBDCMS-V7I1P127Keywords:
AI Agents, Chatbots, Sales Automation, Agentic Workflows, Large Language Models, Sales Enablement, Multi-Step AutomationAbstract
Sales organizations rely on automation tools to handle repetitive customer interactions, lead qualification, and support tasks. Traditional chatbots execute predefined scripts effectively for straightforward queries but struggle with complex, multi-step workflows requiring contextual understanding and adaptive decision-making. AI agents represent an evolution beyond chatbot capabilities, employing large language models and reasoning frameworks to autonomously manage multi-stage processes including deal coaching, opportunity analysis, and cross-system task orchestration. This paper examines fundamental differences between chatbots and AI agents in sales support contexts, describing when each approach delivers value and how organizations can transition from scripted automation to agentic workflows. The analysis covers implementation considerations, use case selection criteria, and practical frameworks for deploying AI agents that handle complex sales workflows while maintaining appropriate human oversight.
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