Glossary
AI agent
An AI agent is a software worker with a defined objective, connected tools (email, CRM, documents, APIs), and explicit boundaries. Unlike a generic chatbot, it is built to complete a workflow: classify a message, draft a reply, extract fields, or open a ticket. Good agents log what they did, which data they touched, and when a human must approve. They are not magic autonomy — they are scoped automation with supervision.
Why it matters to your operation
Operators need agents that finish work under rules, not demos that only talk.