What is an AI agent?
An AI agent is a system that pursues a goal across multiple steps, deciding which tools or APIs to call and adapting based on the results. The distinction from a chatbot is action rather than conversation: a chatbot answers a question about an order, while an agent looks it up, updates it, and confirms the change.
Agents are defined by a loop: consider the goal, choose an action, execute it, observe what happened, decide what to do next. That loop is what allows them to handle work whose steps are not known in advance.
It is also what makes them harder to run in production than a chatbot. Every step is a place where an agent can take a wrong action, and errors compound across a chain. Reliable agents are narrowly scoped to a specific outcome, instrumented so each step is inspectable, and gated with human approval wherever a mistake would be expensive to undo.
Where this shows up in our work
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