What an AI agent actually is (and isn't)

An AI agent is software that is given a goal, can plan the steps to reach it, and can use tools — your APIs, databases and documents — to carry those steps out.

A chatbot answers questions. An agent does work: it files the claim, updates the record, and tells you when it needs a decision.

The best first agents target repetitive, rules-heavy work with clear success criteria and a human approval step.