The Short Answer
A chatbot replies. An agent decides, plans, calls tools, and finishes a task. In 2026 the gap between the two is no longer subtle — it's the difference between a search bar and an employee.
When to Use a Chatbot
If your job ends at "give me an answer," a chatbot is fine. Cheap, fast, predictable.
When You Need an Agent
If success looks like "update the CRM, send the contract, schedule the call, and notify Slack," you need an agent.