glossary
An AI agent is software that autonomously understands and answers customer questions and takes actions when needed.
In support, an AI agent produces cited answers from a knowledge base, calls tools, and hands off what it can't resolve to an operator. A good agent speaks only from verified knowledge and does not hallucinate.
Examples
An agent that looks up and answers order status.
An agent that hands a complex ticket to an operator with a summary.
No; a classic chatbot follows rules, while an AI agent understands context, calls tools and cites sources.