AI Agent
An AI agent is a software system that pursues a goal on its own, planning steps, using tools and data, and taking action with minimal human input once the goal is set.
Unlike a chatbot that only answers or an assistant that only suggests, an agent owns a task from start to finish. Given a goal, it breaks the work into subtasks, decides which tools or data sources to use, carries out each step, and evaluates the outcome before moving on. The human sets the goal and reviews the result; the agent handles the steps in between.
In a CRM, that can mean qualifying a lead, updating records after a call, or drafting and routing a follow-up. Most agents are powered by a large language model, with guardrails and permissions defining how far they can act on their own.
Frequently Asked Questions
A chatbot responds to questions in a conversation. An AI agent goes further, planning and carrying out multi-step tasks and taking action in other systems to reach a goal.