Bot, automation or AI agent. The answer is to use all three, each in its step.
An automation follows fixed rules and fits what is predictable. A bot guides with options and fits what is frequent. An AI agent understands, checks your systems and decides, and fits what changes case by case. In Shimli all three live on the same platform and combine in a single journey.
Why choosing well matters
- 63%
- of consumers say their chatbot interaction did not end in a resolutionUJET, consumer survey · 2022 ↗
- 80%
- of common customer service issues will be resolved by agentic AI without human intervention by 2029, with 30% lower operating costsGartner · March 2025 ↗
- 1 in 4
- organizations will have chat as their primary customer service channel by 2027Gartner · July 2022 ↗
One journey, three pieces
This is how an early collections journey splits inside Shimli. Each step is done by the piece that solves it best.
- Automation
- Bot
- AI agent
- 01AutomationThree days before the due dateThe reminder goes out on WhatsApp to the whole portfolio due that week.
- 02BotThe customer repliesClear options: pay now, get the payment link or talk about the balance.
- 03AI agent“I won't be able to pay on the 15th”The agent understands the case, checks the history in the core and offers an extension within your policy.
- 04AutomationThe promise is recordedIt's written to the system and the reminder is scheduled for the new date.
- 05AI agentIf the customer disputes the balanceThe agent hands the case to a person with the full conversation and the work done so far.
The comparison, point by point
All three are Shimli pieces. The table doesn't say which is better, but what each one is for.
| Criterion | Automationrule-based flow | Botoptions and replies | AI agentunderstands and decides |
|---|---|---|---|
| How it works | Follows fixed rules: if this, do that | Guides with menus and prepared answers | Understands what it's told and chooses what to do |
| When the customer goes off script | Not applicable: it doesn't converse | Repeats the options or hands off | Understands the question and answers with data |
| Checks your systems | Yes, in the steps you defined | Only if that step was built | Yes, and decides what to check case by case |
| Negotiates or decides within a policy | No | No | Yes, within the limits you set |
| AI cost | A deterministic flow spends no AI tokens | Low or none | Uses AI on each reasoning step |
| What it's best for | Notices, reminders, records, campaigns | Frequent questions and clear options | Cases that vary: negotiate, validate, resolve |
In Shimli all three pieces are in the same $139 monthly plan: the Flow Builder with 73 nodes, bots and agents. AI usage is added in blocks of $49 per 2,450 queries. See pricing
When each one fits
It isn't a contest: they're tools for different problems.
Use an automation if…
- The step is always the same: notify, record, schedule.
- You want it to spend no AI.
Use a bot if…
- The possible answers fit in a few options.
- The customer only needs to pick a path.
Use an AI agent if…
- Every customer brings a different case.
- Systems must be checked and a decision made within a policy.
Frequently asked questions
What people ask when comparing.
Sources
- UJET, “The Age of the Robotic Chatbot is Over”, January 26, 2022
- Gartner, “Gartner Predicts Agentic AI Will Autonomously Resolve 80% of Common Customer Service Issues Without Human Intervention by 2029”, March 5, 2025
- Gartner, “Gartner Predicts Chatbots Will Become a Primary Customer Service Channel Within Five Years”, July 27, 2022
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