An AI agent is a software system that receives a goal and achieves it autonomously, deciding which actions to take, in what order, and when to escalate to a human operator.
Unlike a traditional chatbot that answers single questions, an agent plans, executes, verifies and iterates. It can query databases, send emails, fill forms, analyse documents — all within a controlled flow with escalation rules and quality checks.
An agent that handles first-level support: classifies the ticket, searches the knowledge base, replies to the customer. If the request is complex, it escalates to an operator with a full context summary.
Automatic analysis of incoming leads: the system evaluates fit, urgency and budget, assigns a score and routes the contact to the right salesperson.
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