--- title: "Digital employees: AI that does the job | Chargezen" description: "A digital employee is AI with a job, tools and rules that finishes the work. See how it differs from a chatbot, a copilot and an AI coworker." url: "https://chargezen.com/concierge/digital-employees" lang: "en" --- Canonical URL: https://chargezen.com/concierge/digital-employees # Digital employees that serve your customers and your team. A digital employee is an AI agent with a defined job, real tools and your rules, that finishes the work instead of only answering. It works on its own, asks a person before anything consequential and keeps a record of every step. [Start Concierge](https://admin.chargezen.com/signup?product=concierge) chat, phone, text, WhatsApp, email Customers chat, phone, text, WhatsApp, email Slack, Telegram, the Finn iPhone app Your team Slack, Telegram, the Finn iPhone app before anything consequential Asks first before anything consequential The problem Most AI either talks or suggests. A chatbot answers from a help center and passes the real work back to your team. A copilot drafts while you do the work. A digital employee is given the job itself: it looks up the order, opens the return, runs the report, and comes back when it is done or when it needs a yes. ## What makes it an employee, not a tool. ### A defined job Support, operations or reporting. Each agent has its own job, channels, tools and playbooks. ### Real tools Your Shopify orders and subscriptions, your files, the web and a private computer for each job. ### Your rules You choose what it does alone and what waits for a teammate to approve. ### A record of every step See what it looked at, what it did and why. It learns from how your team handles cases. ## A day with a digital employee. 1. 1 ### Overnight Customers who wrote after hours already have answers, tracking links and opened returns. 2. 2 ### Morning A scheduled report on yesterday's sales and refunds is waiting in Slack. 3. 3 ### Midday A return is opened and the refund waits for a teammate's approval. 4. 4 ### Afternoon An upset caller is handed to your lead with the whole story. ## Digital employee, chatbot, copilot, workflow tool or AI coworker. Five kinds of AI help, side by side. The first column is what Concierge does. | What matters | Digital employee (Concierge) | Chatbot | Copilot | Workflow tool | AI coworker | | --- | --- | --- | --- | --- | --- | | Who it works for | Your customers and your team | Customers, in a chat window | One person, inside one app | Whoever built the steps | Your team, in its chat apps | | Does the work itself | Yes, with your tools and data | Mostly answers questions | No. It suggests, you act | Runs the fixed steps you built | Yes, for internal work | | When the request is unusual | Decides the next step within your rules | Answers from articles or hands off | You decide | Stops or takes the wrong path | Decides within the tools you connect | | Talks with your customers | Chat, phone, text, WhatsApp, email | Usually chat | No | Only messages you scripted | No | | Asks before big moves | Yes, by rules you set | Rarely acts | You are the approval | Only if you build the step | Depends on the product | | Remembers | Each customer, and what your team taught it | Often just the current chat | The current document or chat | Nothing between runs | Your team's work and notes | AI coworker examples: Viktor's own [llms.txt](https://viktor.com/llms.txt) says it is “not a customer-facing support bot; Viktor works for your team.” [Lindy](https://www.lindy.ai/) calls itself “The AI Teammate,” working in Slack, email and meetings. xAI's [Grok Bot overview](https://docs.x.ai/grok-bot/overview) describes “AI teammates” that work for you and your team. Checked October 19, 2026. ## What you get. ### One agent, both sides The same Concierge agents serve your customers and do work for your team. ### Safe autonomy It works on its own and stops where your rules say a person decides. ### Better every week It learns from how your team handles the cases it hands off. ## Put a digital employee to work. Concierge answers your customers, runs back-office work on its own computer and gets better every week. See it on your own store. [Start Concierge](https://admin.chargezen.com/signup?product=concierge) [Back to Concierge](https://chargezen.com/concierge) ## Common questions ### What is a digital employee? A digital employee is an AI agent with a defined job, real tools and your rules, that finishes the work instead of only answering. It works on its own, asks a person before anything consequential and keeps a record of every step. ### Is a digital employee the same as an AI employee or an AI agent? They are close. "AI employee" and "digital employee" both mean an AI agent given a job, with tools, rules and a record of its work, the way you would brief a new hire. "AI agent" is the wider term for any AI that plans and acts with tools. Chargezen calls the Concierge agents digital employees. ### How is a digital employee different from a chatbot? A chatbot answers questions, usually in one chat window, and passes the real work back to your team. A digital employee does the work: Concierge looks up the order, opens the return or changes the subscription itself, on chat, phone, text, WhatsApp or email, and asks a teammate first when your rules say so. ### How is Concierge different from AI coworkers like Viktor, Lindy or Grok Bot? Viktor, Lindy and Grok Bot work for your team; Viktor's own site says it is not a customer-facing support bot (checked October 19, 2026). Concierge does team work too, and it also answers your customers on every channel with your Shopify orders and subscriptions in hand. ### Can one digital employee serve my whole team? Yes. Anyone you invite can work with Concierge, and you can create several agents, for example one for support, one for operations and one for reporting, each with its own job, channels, tools and playbooks. They can hand work to each other. ### Can a digital employee refund an order? Concierge opens the return for the items the customer picks, and a teammate approves the refund. Money only moves when a person says so. ### How much does Concierge cost? Concierge Starter is $20 a month with 20,000 credits. Pro is $199 a month, or $1,990 a year, with 199,000 credits. Both are priced for the whole workspace, not per seat. ## Go deeper. [ ### Glossary: digital employee The short definition, with an example.](https://chargezen.com/glossary/digital-employee) [ ### Concierge vs Viktor An AI coworker for your team, or one that also serves your customers.](https://chargezen.com/compare/viktor) [ ### Concierge vs Lindy An assistant billed per user, or digital employees priced per workspace.](https://chargezen.com/compare/lindy) [ ### Concierge vs Grok Bot A personal AI teammate, or a team of agents for your store.](https://chargezen.com/compare/grok-bot) [ ### AI customer service agent Answers customers on every channel, opens returns and changes subscriptions.](https://chargezen.com/concierge/roles/customer-service-agent) [ ### AI data analyst Answers questions about your store with real numbers and shows its work.](https://chargezen.com/concierge/roles/data-analyst) [ ### Approvals and audit trail Choose what each agent does alone and what waits for a yes.](https://chargezen.com/concierge/features/approvals) [ ### A team of agents Give each agent a job, a channel and its own playbooks.](https://chargezen.com/concierge/features/agent-team) [ ### Human handoff Brings in a person, with the full story, when it matters.](https://chargezen.com/concierge/features/human-handoff)