What is an AI agent?
The difference between software that answers a question and software that completes a task.
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What is an AI agent?
An AI agent is software that pursues a goal across multiple steps, deciding what to do next and using tools or systems on its own. A support agent can read a ticket, look up an order, draft a reply and escalate when confidence is low — completing the task rather than describing it.
How it differs from a chatbot
A chatbot responds to what you type. An agent has an objective and takes actions toward it — querying a database, calling an API, writing a record — and continues until the goal is met or it hits a limit you defined.
The practical distinction is whether the software can change something. A chatbot tells you your order status; an agent cancels the order.
What agents are good and bad at
- Good at: bounded, repetitive work spanning several systems — routing, lookup, data entry, first-line response.
- Good at: consistency. An agent applies the same criteria at 6pm as at 9am.
- Bad at: anything where being wrong is expensive and hard to verify afterwards.
- Bad at: work requiring judgement about people, relationships or ambiguous intent.
What makes one work in production
A confidence threshold, a defined escalation path to a human, and logging of every action. Silent failure is what destroys trust in these systems, so agents that cannot say 'I do not know' should not be deployed.
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