A customer asks, “My order has not arrived. Can you check it?” A basic bot may present a menu. A more capable support system might identify the order, check an approved source and explain the next step. The difference is useful, but the label alone tells you very little.
Many chatbots now use AI. The better question is what can the system reliably do with your customer’s request?
Look beyond the first reply
A scripted bot works well when requests follow a predictable path, such as opening hours or a simple booking choice. AI can handle more varied wording and follow-up questions, provided it has accurate business information and clear limits.
Test both with the same real enquiries. Include an unclear question, a complaint and a request that depends on private account data. Check whether the system asks for clarification, retrieves the right information or admits that a person needs to help. A confident but incorrect answer is worse than a useful handoff.
Compare the full support workflow
Ask how the conversation reaches your team. Can an agent see the customer’s question, the AI’s answer and the reason for escalation? Can you update the information the system uses? Can you review mistakes and switch automation off when needed?
Then check channel coverage one by one. Website chat, email and social messaging can have different permissions and limits. A list of channel logos does not prove that every action is supported on every channel.
The right choice is the system that resolves your common enquiries accurately, gives your team control and handles exceptions honestly. Use the AI customer service overview and channels guide as a starting point for the questions to ask in a demo.