What rule-based bots actually do
A rule-based bot (Voz360 calls this Answer Engine) matches a customer’s input against a defined decision tree or FAQ set and returns a pre-approved response. It is fully predictable, fully auditable, and cannot say something nobody wrote down — which is also its limitation: it cannot handle a question outside its tree.
What generative agent-assist actually does
Generative agent-assist uses a language model to summarize a conversation, classify intent, or draft a suggested response for a human agent to review. It handles novelty far better than a rule-based system, at the cost of predictability — the same input will not always produce the identical output, and review/governance becomes load-bearing.
The vendor-marketing tell
Watch for vendors that name a single "AI" capability without specifying which category it falls into. A platform that cannot tell you whether a given feature is rule-based or generative likely has not thought hard enough about the governance difference between the two — or is blurring the line to sound more advanced than what is shipped.
Where Voz360 draws this line
Voz360 ships Answer Engine (rule-based) and Context Retrieval (embeddings-based knowledge search, not generative) today. Generative agent-assist — named Assist — is explicitly on the near-term roadmap, not shipped. That distinction is stated on every page where AI capability is discussed.
Can the vendor tell you — in one sentence — which of their AI capabilities are rule-based, which are generative, and which are still roadmap?