"Two years ago, artificial intelligence (AI) chatbots were at the cutting edge of customer service automation. Today, they're the norm. For rural broadband service providers (BSPs) competing in an increasingly sophisticated marketplace, understanding the distinction between chatbots and agentic AI will help you keep pace with customer expectations. Traditional chatbots excel at conversation, answering questions about your service plans, explaining billing charges, and directing customers to support resources. They're essentially sophisticated FAQ systems."
"But AI agents are built to do things. They can access multiple systems, make decisions, and execute multi-step processes that previously required human intervention. While a chatbot can tell a customer how to troubleshoot their connection, an AI agent can run diagnostics, identify the problem, reboot equipment when needed, and create a service ticket for escalation in a single interaction."
Chatbots handle conversational tasks like answering plan questions, explaining billing, and directing customers to support resources as sophisticated FAQ systems. Agentic AI can access multiple systems, make decisions, and execute multi-step processes that previously required human intervention. An AI agent can run diagnostics, identify problems, reboot equipment when necessary, and create service tickets within a single interaction. Broadband service providers can deploy specialized agents for sales, technical support, and internal employee tools, each trained on role-specific knowledge such as service areas, promotions, outage checks, account history, diagnostics, and institutional policies. Specialization outperforms generic solutions.
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