An agent doesn't just chat. It does things.

Chatbots answer; agents act. Sofía is the virtual receptionist at Clínica Vértebra: when a patient asks for an appointment she checks the calendar, books, sends the confirmation email and logs it.

The clinic has an admin panel where it reviews every conversation, sees every action the agent takes and approves or rejects the decisions Sofía escalates to a human (out-of-policy cancellations, non-standard discounts, patients who need clinical attention). Below you can see the conversational flow.