AI Agents

AI agents are AI systems that can pursue a goal across multiple steps: interpreting a request, retrieving information, using tools or business systems, and deciding what to do next — rather than producing a single response. In business, agents are most useful for routine, multi-step workflows, operating within defined limits and escalating to people when needed.

A chatbot holds a conversation and answers questions, usually from scripts or a knowledge base. An AI agent pursues a goal across multiple steps and systems — it can retrieve information, take actions such as updating records or booking appointments, and escalate to a person. Chatbots handle conversations; agents move work forward.

AI agents automate business workflows by connecting understanding to action: they interpret an incoming request, retrieve the information needed, carry out routine steps in business systems and hand over to a person when judgement is required. The key design choices are which steps the agent may complete alone, which need approval and what triggers escalation.