What is an AI agent?
An AI agent is a software system that uses artificial intelligence to complete tasks on someone's behalf. It reasons about what needs to be done, uses tools and connected systems to act, and keeps track of context as it works. AI agents operate with some autonomy, within limits and guardrails set by people.
Also called: autonomous agent, intelligent agent
Why AI agents matter
An AI agent usually has three parts: a model that reasons and writes, tools such as APIs and data sources that let it look things up and take actions, and instructions and guardrails that define what it may do. That combination lets an agent complete a task end to end, such as processing a return.
AI agents differ from AI assistants and copilots in who makes the decision. An assistant suggests actions and the user decides. An agent can decide on the next step and carry it out.
Guardrails matter most where actions are sensitive or hard to reverse. Canceling an order or issuing a large refund are common examples of actions that should trigger human review or follow a fixed, approved process.
Example
A customer emails an online store to return a jacket. An AI agent identifies the request, checks the order and the return policy, creates the return and sends the customer a return label. If the jacket was bought outside the return window, the agent passes the ticket to a person with a summary of the case.
AI agents and DigitalGenius
DigitalGenius uses an Orchestrator agent that identifies what the customer needs and chooses the right tools in the right order. It combines AI agents with approved workflows and escalates to the team with full context when a person is needed.
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FAQ
What's the difference between an AI agent and an AI assistant?
An AI assistant responds to requests and recommends actions, leaving decisions to the user. An AI agent can decide on the next step and take it, using tools and connected systems, within the limits it has been given.
Do AI agents still need humans?
For the most part, yes. People set an agent's goals, permissions and guardrails, and review sensitive or unusual cases. In customer service, a good agent hands over to a human with full context when it cannot complete a task or when policy requires a person.
What's the difference between an AI agent and a workflow?
A workflow follows a predefined sequence of steps. An agent decides its own steps based on the situation. Many customer service systems combine both, using approved workflows for actions that must be predictable, such as refunds.
· By Iain Moss