Glossary

Chatbot vs AI Agent

A chatbot follows pre-written rules; an AI agent decides actions based on context.

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A traditional chatbot is rule-based — if-then logic written by humans. It can only handle scenarios its creator anticipated. An AI agent uses a language model to decide what to do based on context, retrieved knowledge, and available tools (like sending a message, starting a booking, looking up a customer). Fiko combines both: deterministic workflows for predictable flows (booking, qualification) and AI agents for open conversation.

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RAG (Retrieval-Augmented Generation)

An AI technique that retrieves relevant information from a knowledge base before generating an answer.

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