Pillar 2
Chatbots & conversational assistants
Text is often still the right channel: WhatsApp, a website widget, internal messaging. This pillar covers business chatbots, from the simplest to assistants wired into a knowledge base (RAG).
Choosing between a voice agent and a chatbot isn't a technology preference, it's a matter of context: a customer driving wants to talk, a customer comparing details wants to read and re-read. Many businesses need both, not just one.
The fast-rising topic is the RAG chatbot (retrieval-augmented generation): an assistant that answers from a company's own documents without being strictly "trained" on them — which changes how you think about updates, security and answer control.
Coming on this pillar
- Voice AI agent vs chatbot: which one for your use case
- WhatsApp Business API chatbots: how they work, what they cost
- RAG chatbots: connecting an assistant to your own documents
- AI chat widgets for your website: how to choose
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