More than just a chatbot
A chatbot usually responds to a question with text. An agent goes a step further and can carry out actions. These include searching for documents, creating summaries, retrieving data from a system, drafting responses or initiating a workflow.
How does an agent usually work?
An agent often works using a combination of instructions, context, tools and decision-making logic. The system is given a goal, determines which step is logical, uses external functions or data where necessary, and then delivers a result or the next step.
Where does the business value lie?
Agents are particularly useful for recurring tasks with fixed steps. They can relieve the workload on staff, reduce waiting times and make processes more consistent. The greatest value is realised when an agent is not a standalone solution, but is embedded within a clear process with defined permissions and limits.
Where does the risk lie?
The more autonomy an agent is given, the greater the importance of logging, access management, validation and control points. An agent who is allowed to carry out actions in systems without clear guidelines can cause errors to escalate rather than resolve them.
When it makes sense to start small
In many cases, it is wiser to start with a limited agent task, such as drafting proposals or preparing information. This allows you to learn where the system works well and where human oversight remains necessary. A good agent usually emerges from a clearly defined problem, not from a vague idea of complete autonomy.
From concept to practice
How AITJE applies this
With bespoke AI solutions, we build around a clearly defined brief and the tools available. An agent can retrieve information and suggest or carry out next steps within the agreed permissions. We define which actions may be carried out automatically and where an employee must carry out checks. In this way, the process takes centre stage: input, tools, exceptions and a verifiable outcome, rather than maximising autonomy.
Explore bespoke AI solutionsFrom explanation to application
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