Chatbot vs. AI Agent: why script-based support is a thing of the past

Traditional chatbots work with rigid decision trees. The customer types something, the bot tries to fit it into a pre-defined path and, most of the time, fails. The result? Frustration, abandonment and a terrible experience.

An AI Agent with RAG (Retrieval-Augmented Generation) works completely differently. It accesses the company's knowledge base in real time, understands the conversation context and generates natural, precise responses.

GoSeny was built from day one with this approach. Our agent doesn't follow scripts — it understands, searches and responds.