What are AI Agents?

An AI agent is a software program designed to interact with its environment, gather data, and use that data to perform tasks autonomously, all while aiming to achieve predefined goals. While humans set these goals, the AI agent independently selects the most effective actions to reach them. For instance, in a contact center, an AI agent tasked with resolving customer queries will automatically ask relevant questions, search internal documents for information, and provide solutions. Based on the customer's responses, the AI agent decides whether it can resolve the query itself or needs to escalate it to a human representative.