Chatbot, AI assistant or automation: which fits?

When fixed automation is enough

If the input and next step are predictable, a rule may suffice: a completed form creates a task, a status change sends an internal notification or a missing field blocks submission. None requires free interpretation of text.

Write the decision rule first. If you can specify exactly which input triggers which action, try that simple route. Include exceptions and an error response. Adding AI does not automatically improve an existing reliable form.

When an AI assistant helps

With free text, people express similar requests in different ways. An assistant can summarise a long enquiry, organise details and prepare a draft reply. Its purpose is to support a defined task, with a staff member reviewing the content.

Specify which original source remains visible and what information the system must not invent. A draft is not a decision. Explain how staff correct an error, stop processing or handle an enquiry without AI.

When a chatbot fits

A chatbot is a conversational interface. It can guide visitors through repeated questions when answers exist in a maintained knowledge source. Define when it should hand over and how the visitor reaches a person.

A website chatbot does not automatically improve processing in a mailbox or CRM. If that is where most manual work happens, an internal assistant may be a better first experiment. The MAAS Enquiry Assistant is not a standalone chat window and does not independently give technical or binding price advice.

Choose using three practical tests

Test a routine question, one with missing information and an exception needing a person. Describe the expected behaviour, owner and necessary data for each. Then check access to your current systems.

At low volumes, an FAQ, form or reply template may suffice. An unclear process needs clarification before automation. Bring the three examples to the assessment or discussion; choose the technology afterwards.

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