Chatbot, AI Agent, or Human: What I'd Actually Build for Customer Support in 2026
This story is from 2026-10-10. It is preserved in the archive; the latest stories are on the live feed.
If you're a developer being asked to "add AI to our support," you're actually being asked to choose between three distinct architectures, and the choice changes your whole implementation. A rule-based chatbot is just an intent classifier plus a decision tree — cheap to ship, cheap to maintain, and…
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- 2026-10-10 05:25 · DEV Community — AI
Chatbot, AI Agent, or Human: What I'd Actually Build for Customer Support in 2026