AI glossary

What is an AI agent?

An AI agent is a system built on a large language model that can take actions — calling tools, APIs and data sources — to complete a multi-step goal, rather than just replying with text.

A chatbot answers a question. An agent pursues a goal. Given an objective like 'qualify this lead and book a call', an agent can decide what steps to take, call the tools it needs (look up a CRM record, check a calendar, send an email), observe the results, and keep going until the task is done.

What makes something an agent is this loop of reason → act → observe, plus access to 'tools' (functions and APIs it's allowed to use). Done well, agents automate genuinely useful workflows; done badly, they're unpredictable, so guardrails and clear scope matter.

We design and integrate agents where they remove real work — triaging enquiries, automating back-office steps, powering smart in-product assistants — using the latest models and a tight, well-tested set of tools.

Common questions

What's the difference between an AI agent and a chatbot?

A chatbot mainly converses and answers questions. An agent can take actions toward a goal — calling tools and APIs, using the results, and continuing across multiple steps — so it can complete tasks, not just talk about them.

Are AI agents safe to put in front of customers?

They can be, with the right design: a limited, well-tested set of tools, clear scope, human-in-the-loop for sensitive actions, and guardrails. The risk comes from giving an agent too much autonomy without those controls.

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