Definition
AI Agent
An AI agent is software that uses a large language model to plan and carry out tasks across tools and systems, such as researching, updating records or sending drafts for approval, rather than only answering questions.
A chatbot responds in a conversation. An AI agent is given a goal and access to tools, such as a CRM, inbox, calendar or database, and decides which steps to take to reach that goal. It can read information, call other software and produce results, often in several steps.
Because agents take actions, they need guardrails: limited permissions, logs of every action, and human approval before anything important happens, such as sending money, contacting customers or deleting data.
An AI agent in practice
A sales team gives an AI agent a list of new sign-ups each morning. The agent researches each company, adds details to the CRM, scores the lead and drafts a personalised email, which a salesperson reviews and sends.
Common questions about AI agents
What's the difference between an AI agent and a chatbot?
A chatbot answers questions in a conversation. An AI agent takes actions in other systems to complete a task, often over several steps.
Are AI agents safe to use in a business?
They can be, with limited permissions, action logs and human approval for important steps. Problems usually come from giving agents too much access without checks.
What tasks are AI agents good at?
Repetitive, rules-based work with clear inputs and outputs, such as research, data entry, triage, reporting and scheduling.
Do AI agents replace employees?
They usually take over routine tasks so people can focus on customers, judgement and decisions, rather than replacing whole roles.
