AI Agent
An AI agent is a program that uses artificial intelligence to understand a natural-language request, decide what to do, and perform tasks in a company’s systems, such as answering an inquiry, adding a customer, or scheduling a meeting, within defined rules and escalating to a person when necessary.
An AI agent is a program that uses artificial intelligence to understand a natural-language request, decide what to do, and perform tasks in a company’s systems, such as answering an inquiry, adding a customer, or scheduling a meeting, within defined rules and escalating to a person when necessary.
In Practice
An agent handles a distributor’s WhatsApp messages: it understands that the customer is asking about stock, checks the system, responds with accurate information, and logs the inquiry in the CRM. If the customer requests a discount, it transfers the conversation to a sales representative.
The difference between the two is explained in AI Agent vs. Chatbot.
Last reviewed: October 25, 2026. Missing a term or want to go deeper? Write to us.