Chatbots vs. AI Intake and Event Agents

In events, hospitality and tourism, timing is everything. A guest’s question at 10 p.m. can be tomorrow’s booking if someone answers fast enough. The positive impact AI can have on the revenue of the hospitality industry is huge.

That’s why we seen (and have seen) many venues, business and restaurants resort to chat tools and bots to stay available around the clock. But not every chatbot is an assistant, nor using AI and knowing the difference is important.

Because on the outside you might think it's a chatbot and "doesn't know", but it's not. And not all automation is the same.

Real talk: definitions

Chatbots are "simple" software modules or applications that follow a pre-set of rules or predefined conversational flows to mimic a customer conversation. Most of the time, if not all the time, all of this is pre-defined by team and/ or the agency you are working with.

Conversational AI uses more advanced frameworks and techniques (ML) and (NLP) to have a dialogue with a customer. Just like, ChatGPT for example. Some chatbots could be conversation AI, but certainly not all.

AI Agents are the newest kid on the block. AI Agents use conversational AI, but go beyond understanding and conversing. For example, an AI Event or Intake Agent has the ability to take actions across systems and can personalize conversations based on the access they have or get.

So how do you find this chatbot or agent? Well, usually the chatbot is hidden behind the little chat bubble in the bottom left or right corner. And if you don't, it will likely pop-up automatically after a couple of seconds.

You can quickly classify chatbots in two very well known categories: rule based chatbots or (Gen) AI chatbots (or agent).

Playing by the rules

Rule-based chatbots work by following a pre-set of rules (or workflows) that rely on predefined questions and answers. All of this is mapped out beforehand to tackle any of the potential conversations from customers or visitors.

Rule-based chatbots can be really good at answering FAQ or support questions. For example explaining how to create an account.

However, rule-based chatbots start to struggle as soon as you deviate from the predetermined path. Whenever a customer says something that is not a pre-defined scenario the famous "I don't understand your question. Do you mean X, Y or Z instead?" starts popping up.

And it make sense because they have to follow the rules that were pre-defined and they don't know any better. They don't understand context, nuance or intent.

If you want to deviate from the above, you'll need something more powerful and that is conversation (Gen) AI.

Conversational, what?

Conversational AI is something that get thrown around a lot these days, but to keep it relatively simple the because difference between a rule-based, or standard chatbot is the use of NLP (Natural Language Processing) and ML (Machine Learning) to take the conversational to a higher level.

By using NLP and ML you allow your chatbot to better understand and act accordingly.

Instead of pushing your visitors, customers or attendees through a pre-defined process and having to click buttons they can converse freely. "Do you have a rooftop space for 40 people this Friday" vs. a button workflow.

You most likely have used or have encountered conversational AI in your daily life. Just think Alexa or Siri for example. These are great examples of the above.

And with the right platform, team and knowledge you can optimize the customer journey by utilizing this technology. Especially in this era where everything needs to be instant and every interaction counts.

When customers reach out for a quote for organizing their large event, the clock starts ticking.

What are the key differences for Event, Tourism and Hospitality chatbots?

Now that we set some definitions, let's look at the key differences between chatbots and conversational AI, with a focus on the event, tourism and hospitality industry.

Now seeing the above differences, let's translate this to some real life examples:

Hotel: Guests texts: "Can we get a late checkout" Rule-based chatbots might respond with a support or help article if predefined. AI Agent checks the PMS or CRM and updates it if allowed. If done confirms this back to the customer.

Venue: Event Planners ask "Is this conference hall available for 200 guests on the 5th of December?" Rule-based chatbots will offer a form to complete and send it to the info@ address from the business. AI Agent checks the calendar, suggests alternatives if need and creates a booking or reservation in for example Tripleseat, Sevenrooms,...

Tourism office: Visitors asks: "What can I do near Geraardsbergen this weekend?" Rule-based chatbots might respond with a support or help article if predefined or answer that they don't understand the question. AI Agent recommends what is available, shares an agenda, checks availability, and suggests directly.

Why it matters

In tourism and hospitality, timing is everything. Guests expect instant answers and smooth service, even on Sundays. An AI Event Agent lets you scale that without scaling your team.

✅ Omnichannel: Works wherever your guests or visitors are.
✅ Personalized: Knows their history (if integrated), tone, and intent.
✅ Proactive: Can make suggestions and recommendations.
✅ Effortless: Integrates with your existing tools.
✅ Self-learning: Gets smarter over time.

From inbox overload to always-on support

Think of Rookoo as your digital event coordinator. It greets guests, collects details, creates leads, and follows up all while your team focuses on what humans do best: hosting, creating, and closing deals.

That’s the real difference between a chatbot and an AI Event Agent.

One just chats. The other delivers experiences.

If you are interested in learning more about the Rookoo assistants (AI Intake, Event Planner, or WhatsApp host) you can read more about Wintercircus's AI intake assistant, Betsy here. Or Trenara's FAQ support assistant, Walter here. If you rather see it in action, book a demo here (or join us for a coffee in Wintercircus!)