Chatbots and low-code platforms are among the most frequently discussed technologies in the context of digital transformation. In marketing materials, they look like golden solutions: rapid automation, simpler processes, lower costs. However, every AI Expert who has had the chance to work with these tools in practice knows that the picture is not that simple. Chatbots can indeed relieve businesses and improve customer service quality, while low-code more often turns out to be full of limitations that become apparent only over time.
Chatbots – a practical tool, not just marketing
Just a few years ago, chatbots were associated with simple scripts and annoying pop-ups on websites. Today, the situation looks very different. Thanks to advances in NLP and integration with business systems, bots have become real support in everyday processes.
Chatbots work best in areas that are repetitive and do not require exceptional creativity or empathy. They automate providing information, checking order statuses, booking appointments, and routing requests to the right departments. As a result, employees can focus on more complex tasks that truly require human involvement.
As the expert explained in our conversation: “It’s not about chatbots replacing humans. It’s about supporting them in simple tasks and relieving them in everyday work.”
Good implementation, however, requires awareness of the limitations. A bot that tries to “pretend to be human” often fails – users quickly detect the artificiality and lose patience. The key is an honest approach: a chatbot doesn’t need to be infallible or all-knowing. It’s enough if it effectively solves simple issues and knows when to smoothly hand the conversation over.
Concrete business results prove that well-designed chatbots bring measurable value. For example, Klarna – a global fintech – reported that in the first month after launching its AI Assistant (2024), the chatbot handled two-thirds of all customer service chats (2.3 million conversations). This corresponded to the workload of around 700 full-time agents, while maintaining customer satisfaction levels comparable to human support. Additionally, the number of repeated queries dropped by 25%. Such examples confirm that chatbots are not just a marketing slogan – they deliver tangible efficiency gains and real savings. The AI Expert stresses that these results are possible only when chatbots are well-designed and properly embedded in business processes.
In this role, chatbots are among the most valuable AI solutions available to businesses. They operate 24/7, reduce service costs, shorten response times, and increase service availability.
Low-code – a fast start, a tough future
The situation with low-code platforms is much more complex. At first glance, they look ideal: an application in a few weeks, business teams participating in development, and no need to hire a large programming team.
That’s why the decision to use low-code is crucial already at the start of the project. A solution that seems cheap and fast today may, in a few years, turn out to be a barrier to growth and a source of additional costs.
The risks are visible on real-life examples. Zapier, one of the most popular low-code automation tools, tempts with a free plan but quickly becomes unprofitable at scale. A company automating just one workflow with 500 daily executions (averaging 12 tasks each) reported costs of around £48 per day (≈£17,500 annually) – for a process that could have been cheaper with a custom-built solution. Costs in Zapier grow exponentially with usage, making it hard to predict and control budgets. An experienced AI Expert warns that low-code may quickly turn from a benefit into a long-term limitation.
Another example is n8n, often chosen as an open-source alternative. In August 2025, the vendor changed its pricing model, moving from subscription tiers to billing based on workflow executions. For companies with complex automations – both in the cloud and in self-hosted business plans – this meant a sudden, hard-to-predict increase in expenses. It illustrates how vendor lock-in and unexpected pricing changes can directly impact business stability.
These examples show that the challenges of low-code are not theoretical. They directly affect organizations that initially saw these platforms as a quick and cheap solution.
AI Expert Insights: When to Choose Chatbots or Low-Code
In practice, chatbots and low-code often overlap – many companies start with simple bots built on low-code/no-code platforms. It’s a reasonable approach, especially if the goal is to quickly build an MVP and see how the market reacts.
However, once the chatbot is expected to handle increasingly complex processes, low-code becomes insufficient. At that point, moving to custom solutions with full control over logic, security, and scalability becomes necessary.
AI Expert on what really matters
Both chatbots and low-code are heavily present in sales presentations and vendor promises. But it’s important to separate marketing from practice. Chatbots – well-designed and smartly embedded in processes – really work and bring tangible benefits. Low-code, meanwhile, is a solution that offers a quick start but carries risks that reveal themselves over time.
The AI Expert emphasizes that the most important decisions are made at the very beginning of the project. It’s not about rejecting one technology or another, but about knowing where each makes sense. Chatbots and low-code can be excellent tools at the start, but if the goal is long-term growth and flexibility, custom software development remains the safer path.
Conclusion
Chatbots and low-code are often mentioned together as examples of innovative AI solutions. But the difference is significant. Chatbots, used in the right context, are practical and proven tools. Low-code may be tempting at first, but its limitations can, in the long run, prove more costly than traditional approaches.
For businesses, it comes down to one thing: don’t fall for marketing promises – plan projects consciously from the start. Consulting an AI Expert helps ensure the right choice from day one. Because that’s when it’s decided whether the technology becomes a springboard for growth or a trap that slows the business down in the future.
Wondering what’s best for your business?
If you’re considering implementing a chatbot, a low-code platform, or a dedicated AI solution and want to make an informed decision, it’s worth talking to a team experienced in aligning technology with real business needs.
 | Maciej Biel, AI Expert |
