An AI agent is software that receives a goal, decides which steps to take and uses tools to reach it: it queries data, calls systems and takes actions, asking a person for help when needed. The difference from an assistant that only chats is that the agent acts.
How an AI agent works
- Language model: understands the request and reasons about the next step.
- Tools: your ERP or CRM APIs, databases, documents, email or WhatsApp.
- Memory and context: remembers the conversation and checks up-to-date data at each step.
- Rules and limits: what it can do alone, what needs approval and when it hands over to a person.
At each step the agent looks at the result of the tool it used and decides whether the goal is met or another action is needed.
Types of AI agents
- Conversational agents with tools: serve customers or staff and resolve requests by querying systems.
- Task agents: process documents, emails or requests in the background, without a conversation.
- Planning agents: break a long goal into steps and carry them out in order.
- Multi-agent systems: several specialised agents working together, for example one that researches and one that writes.
AI agent, chatbot and RPA
A traditional chatbot follows a menu script and cannot act outside the conversation (see AI agent vs. chatbot). RPA repeats clicks and fixed rules and breaks when information changes shape (see AI automation vs. RPA). An agent understands variable content and decides what to do.
Business examples
- WhatsApp sales: answers, recommends, checks stock and builds the order (see the WhatsApp sales agent).
- Customer service: resolves enquiries from the knowledge base and escalates complex cases (see AI customer service agent).
- Back office: reads invoices and contracts and records the data in your ERP (see AI data structuring).
- Healthcare: a copilot that assists the doctor during video consultations, as in Checkeate.
What a company needs to use one
- A specific process with volume and clear rules.
- Accessible sources of truth: catalogue, policies, documents or systems with an API.
- Controls: least privilege, human approval for critical steps and action logs (see AI agent security).
How to get started
The fastest way to understand an agent is to use one: chat with our agent and try it. If you want one for your company, read how an AI agent is developed or see our nearshore AI agent development service.