Chatbots vs Copilots vs Agents

Evolution of Salesforce AI Helpers

Chatbots — Answer

• What it is: Q&A helper for common questions (FAQ style).
• Built with: Rules + basic NLP/ML (predictive intent matching).
• How it works: User asks → bot matches keywords/intent → returns a predefined reply or link.
• Strengths: Fast responses, consistent, low cost.
• Limits: Script-based; can’t generate content or handle multi-step tasks.
• When to use: Help center, order status, password reset, simple routing.
• Salesforce Example: Einstein Bots for website/WhatsApp FAQ.

Copilots — Assist

• What it is: Smart assistant that writes, summarizes, or suggests content.
• Built with: Generative AI (LLMs).
• How it works: User asks in natural language → model reads CRM context → drafts email/summary/answer → you review & approve.
• Strengths: Saves time, understands free text, creates good quality drafts.
• Limits: Doesn’t act independently; requires user approval.
• When to use: Drafting emails, summarizing cases, analyzing opportunities.
• Salesforce Example: Einstein Copilot inside CRM.

Agents — Act

• What it is: An autonomous digital worker that completes tasks end-to-end.
• Built with: Agentic AI = LLM + tools/automation (Flows/APIs) + governance policies.
• How it works: You set a goal → agent plans steps → calls tools/flows → checks results → repeats until task completes → logs outcome → asks approval at guardrails if needed.
• Strengths: Executes multi-step, cross-app workflows automatically.
• Limits: Needs guardrails, monitoring, and scoped use cases.
• When to use: Case resolution, refunds, data cleanup, customer follow-ups.
• Salesforce Example: AgentForce – creates/updates records, sends replies, closes cases.