Business
What UK Businesses Actually Get for Their Money
Chatbot and AI agent are not the same thing. Plenty of vendors would prefer you didn’t know that.
The confusion is understandable, because both get sold under the same banner of AI-powered customer service, and both arrive in your inbox wrapped in near identical case studies. But the products underneath do fundamentally different jobs, and with adoption accelerating the cost of muddling them up is growing. The ONS found that 29 per cent of UK businesses were using at least one form of AI by June 2026, rising to 49 per cent among firms with 250 or more employees. Customer service is one of the most common places that money lands. So it is worth being precise about what it buys.
Most businesses have already met a chatbot, usually in the corner of their own website. It is a scripted system that matches keywords in a customer’s message against a decision tree someone built by hand, then serves whatever response sits on that branch. Ask where your parcel is and it points you at a tracking page. Ask two things at once, or anything the tree never anticipated, and it stalls, loops, or quietly dumps you into a queue with an apology. For a narrow band of repetitive questions this still works fine, and it is cheap to run once built. Chatbots were designed for deflection, keeping enquiries away from human staff, and they were priced per seat or per message volume accordingly, with no reference to whether anyone’s problem actually got solved.
What a chatbot cannot do is act. It can recite the returns policy all day. It cannot process the return.
That is the line the current generation of AI agents crosses. Rather than matching keywords to a script, an agent works out what the customer is actually asking, poses a clarifying question if the request is ambiguous, and then carries out the task across the systems the business already runs on, whether that is order management, billing or the CRM. Amending a delivery address. Cancelling a subscription. Applying a refund and confirming it, all inside one conversation, on chat, email or increasingly voice. The industry calls this agentic AI, and the plainer way to put it is that the old technology answers while the new one resolves.
Follow the pricing and the difference gets even clearer. Because chatbots deflect rather than resolve, their cost has historically had nothing to do with outcomes, and a business could pay for a year of licences, watch the containment numbers look respectable, and still find most customers reaching a human anyway after a frustrating detour. Agentic platforms are increasingly priced per successful resolution instead. That is not a cosmetic difference. It ties the invoice to the result, which makes the technology far easier to weigh against the salaries and overheads it is supposed to offset. The analysts expect this model to win. Gartner predicts that by 2029 agentic AI will autonomously resolve 80 per cent of common customer service issues, cutting operational costs by around 30 per cent for organisations that deploy it well.
None of which means every proposal marked agentic deserves the label.
A few questions separate the two technologies quickly in a sales conversation. Does the system take actions in other software, or does it only produce answers? Ask to watch it complete a task, not describe one. How does it connect to your existing stack, and can it work with the systems you already have rather than demanding a migration? What happens when it fails? A genuine agent escalates to a human with the full conversation attached, so the customer never repeats themselves. And what oversight do you get, in terms of quality assurance, policy controls and a record of how the system reached its decisions? A vendor who cannot show you any of that is selling a chatbot, whatever the invoice says.
The stakes here are not abstract. The UKCSI, the Institute of Customer Service’s national barometer, reached 78.3 out of 100 in July 2026, its strongest reading in four years, driven largely by more customers saying their issue was handled right first time. That recovery took UK service teams two years of work and it is fragile. A badly scripted bot that traps people in loops chips away at exactly the trust being rebuilt, and British consumers hold grudges about that sort of thing. An agent that fixes the issue outright, or hands over gracefully when it cannot, protects it.
So when the next pitch lands promising AI-powered customer service, skip the question of whether it uses artificial intelligence. Nearly everything does now. Ask whether it responds or whether it resolves. That single distinction decides what your money buys, how the pricing works, and whether your customers end the conversation with their problem fixed or with a link to a help article they could have found themselves.
Business
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I am a corporate finance professional with over ten years of experience in financial planning, capital budgeting, and risk assessment. As a long-term investor, I invest exclusively in funds and do not pick individual stocks. My approach is evidence-based: low costs, broad diversification, strategic asset allocation, and patience through market cycles. My motivation for writing is twofold: first, to help other long-term investors, especially women and those new to fund investing. I focus on what truly drives returns: costs, diversification, and time in the market. Second, to bring rigorous, data-driven fund analysis to a platform often dominated by single-stock commentary. I write to learn, share, and build a community of patient investors who value sleeping well at night over chasing short-term gains.
Analyst’s Disclosure: I/we have no stock, option or similar derivative position in any of the companies mentioned, and no plans to initiate any such positions within the next 72 hours. I wrote this article myself, and it expresses my own opinions. I am not receiving compensation for it (other than from Seeking Alpha). I have no business relationship with any company whose stock is mentioned in this article.
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Analyst’s Disclosure: I/we have a beneficial long position in the shares of WDH either through stock ownership, options, or other derivatives. I wrote this article myself, and it expresses my own opinions. I am not receiving compensation for it (other than from Seeking Alpha). I have no business relationship with any company whose stock is mentioned in this article.
Seeking Alpha’s Disclosure: Past performance is no guarantee of future results. No recommendation or advice is being given as to whether any investment is suitable for a particular investor. Any views or opinions expressed above may not reflect those of Seeking Alpha as a whole. Seeking Alpha is not a licensed securities dealer, broker or US investment adviser or investment bank. Our analysts are third party authors that include both professional investors and individual investors who may not be licensed or certified by any institute or regulatory body.
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Available for over a year
What is driving the global shift towards economic protectionism? Will Bain is joined by Jennifer Pak, NPR’s China correspondent, and Trevor Simumba, an international business consultant in Zambia, to discuss why the trend has accelerated since Donald Trump’s tariffs and why global trade remains resilient despite growing barriers. Plus, why Africa’s Lobito Corridor matters for trade, what AI means for jobs in China and beyond, and why drinks giant Diageo is cutting costs. And, two food heroes: China’s baozi and Uganda’s matoke.
(Photo: A ship docks at Lobito Port in Angola, 4 December, 2024. Credit: Elizabeth Frantz/Reuters)
You can email the team: businessdaily@bbc.co.uk
Presenter: Will Bain
Producer: David Cann
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Jorge Messi, Father and Longtime Agent of Lionel Messi, Dies at Age 68 in Argentina After Long Illness
ROSARIO, Argentina — Jorge Messi, the father and longtime business representative of Argentine soccer icon Lionel Messi, died Friday night at a clinic in his native Rosario after a prolonged illness, according to multiple Argentine media outlets. He was 68.
Reports from outlets including Infobae indicated Jorge Messi passed away around 10 p.m. local time. An official cause of death had not been confirmed by the Messi family as of Saturday. He is survived by his wife, Celia, sons Lionel, Rodrigo and Matias, daughter Maria Sol, and a number of grandchildren.
A Health Struggle That Played Out Publicly
Jorge Messi’s declining health first drew widespread public attention during the World Cup, when Lionel Messi was seen visibly emotional on the field, including after scoring against Algeria. Asked about the tears, Messi told reporters at the time, “Why was I crying? It had absolutely nothing to do with football. I have had a few difficult days.” His remarks quickly sparked speculation linking the emotion to his father’s condition.
Days later, the Messi family issued a public statement addressing the situation directly. “The Messi family wishes to inform you that Jorge Messi is currently dealing with health problems,” the statement began. “He is currently under medical supervision and is recovering well.” The family went on to express concern over the intensity of the speculation, writing, “Given the reports, rumours and speculation that have been circulating in recent hours, the family wishes to express its deep concern about the lack of sensitivity,” while asking that “the privacy, confidentiality and personal space of Jorge – and that of his entire family – be respected throughout this process.”
A separate statement issued in the following weeks said Jorge had been “under medical monitoring, recovering and evolving favorably within the condition he presents.” In late July, Lionel Messi skipped Major League Soccer’s All-Star Game, a decision widely believed to be tied to a visit with his father, before returning to action for Inter Miami in an MLS match days later.
The Man Who Took Messi to Barcelona
Jorge Messi’s influence on his son’s career is difficult to overstate. When a young Lionel was coming up through the youth academy at Newell’s Old Boys in Rosario, he was diagnosed with a growth hormone deficiency requiring costly treatment. After failing to secure sufficient financial support in Argentina, including from Newell’s and River Plate, Jorge explored options abroad, ultimately taking his son to try out for FC Barcelona.
That trial led to one of the most famous moments in the club’s history: an agreement scribbled on a paper napkin with then-Barcelona sporting director Carles Rexach on Dec. 14, 2000, at the Pompeia Tennis Club, committing the club to sign the 13-year-old Messi and fund his medical treatment. The move to Spain, made possible directly by Jorge’s determination to find his son a path forward, is widely regarded as one of the most consequential decisions in the history of the sport.
Staying by His Son’s Side During a Difficult Transition
Messi was just 13 when the family relocated to Spain, a transition that proved difficult for several family members who struggled to adjust to life away from Argentina. Jorge remained by his son’s side throughout that period, providing stability during a stretch when Messi’s future in the sport was still far from guaranteed. Messi has spoken previously about how emotionally taxing that time was for both of them, recalling that there were days when he and his father each struggled deeply and would retreat separately to cry so the other would not see it. “My father was always by my side,” Messi has said, describing how Jorge repeatedly checked in with him, asking whether he wanted to continue pursuing his dream in Spain or return home to Argentina. Messi chose to stay.
A Behind-the-Scenes Presence for Decades
Despite managing the business affairs of arguably the most recognizable athlete on the planet, Jorge Messi consistently preferred to remain out of the spotlight, giving few interviews over the years and generally avoiding the intense media attention that followed his son throughout his career. He served for decades as Lionel Messi’s agent and financial representative, a role that placed him at the center of many of the most significant decisions in his son’s professional life, from contract negotiations to the eventual move to Paris Saint-Germain and later to Inter Miami.
That behind-the-scenes role was not without controversy. In 2016, Spanish prosecutors sought an 18-month prison sentence and a fine against Jorge Messi for allegedly defrauding Spain’s tax authorities of approximately 4.5 million dollars in unpaid taxes between 2007 and 2009, a case that also named Lionel Messi before prosecutors ultimately cleared the player of wrongdoing.
Tributes Expected From Across the Football World
Given Jorge Messi’s decades-long presence alongside one of the most celebrated athletes in the history of the sport, tributes from clubs, players and football institutions across the world are expected in the days following his death. His passing comes at a moment when Lionel Messi remains an active professional player with Inter Miami in Major League Soccer, having recently contributed a goal and an assist in a match against San Luis just days before his father’s death.
Funeral arrangements had not been publicly announced as of Saturday. Given Jorge Messi’s central and enduring role in shaping his son’s rise from a young prospect in Rosario to one of the greatest players in the history of football, his death is expected to prompt an outpouring of tributes from across the sport in the coming days, even as the family has continued to ask, as it did earlier this year during his illness, that its privacy be respected during this period of grief.
Business
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