# Bot, automation or AI agent: which to use | Shimli > What each one does, when it fits and how to combine them in a single collections or support journey. A comparison with Gartner and UJET data. [Comparisons](https://www.shimliapp.com/en/comparar) Bots, flows and agents ## Bot, automation or AI agent. The answer is to use all three, each in its step. The short answer 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. 5 min read · Updated October 5, 2026 Why choosing well matters 63% of consumers say their chatbot interaction did not end in a resolution [UJET, consumer survey · 2022 ↗](https://www.businesswire.com/news/home/20220126005051/en/The-Age-of-the-Robotic-Chatbot-is-Over-Survey-Shows-Consumers-Demand-More-from-Digital-First-Experiences) 80% of common customer service issues will be resolved by agentic AI without human intervention by 2029, with 30% lower operating costs [Gartner · March 2025 ↗](https://www.gartner.com/en/newsroom/press-releases/2025-03-05-gartner-predicts-agentic-ai-will-autonomously-resolve-80-percent-of-common-customer-service-issues-without-human-intervention-by-20290) 1 in 4 organizations will have chat as their primary customer service channel by 2027 [Gartner · July 2022 ↗](https://www.gartner.com/en/newsroom/press-releases/2022-07-27-gartner-predicts-chatbots-will-become-a-primary-customer-service-channel-within-five-years) ### 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 - 01 Automation Three days before the due date The reminder goes out on WhatsApp to the whole portfolio due that week. - 02 Bot The customer replies Clear options: pay now, get the payment link or talk about the balance. - 03 AI 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. - 04 Automation The promise is recorded It's written to the system and the reminder is scheduled for the new date. - 05 AI agent If the customer disputes the balance The 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 | Automation rule-based flow | Bot options and replies | AI agent understands 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](https://www.shimliapp.com/en/precios) ### 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. Does an AI agent replace my bot? – Not necessarily. For questions with few possible answers, a bot is simpler and spends no AI. The agent comes in when the case varies and someone has to understand, check and decide. In Shimli they live in the same journey. Can I start with automations and add agents later? + Yes. Automations, bots and agents are in the same plan, so you can start with a reminder flow and add an agent when you need one, without switching platforms. How do I create each one? + Agents are created by talking to the AI assistant, in under 10 minutes. Flows and bots are built in the Flow Builder, without code, or generated by the same assistant. 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 ### Create your first agent in under 10 minutes. Describe what you need to the assistant and watch the agent work. Or we book 30 minutes and look at it on your operation. [Create account](https://shimli.app/user/auth/create-account) Book a demo