Key points at a glance
- AI agents are programs that use artificial intelligence to complete tasks independently, often across several steps and tools.
- Sensible use cases are recurring, clearly describable tasks such as pre-sorting enquiries or summarising information.
- Start with a specific, small use case and a measurable benefit.
- People stay in control: important decisions and sensitive data need clear rules.
What is an AI agent?
An AI agent is a program that uses a language model to work on tasks independently. Unlike a simple chatbot, an agent can plan several steps, access data and tools such as a CRM or a calendar, and in the end deliver a result or prepare an action.
Where do AI agents help in a company?
- Enquiry handling: reading incoming messages, classifying them and preparing replies.
- Lead qualification: scoring and prioritising contacts against defined criteria.
- Training: for example a sales training bot with which employees practise conversations.
- Internal processes: summarising information from documents, preparing reports, transferring data.
How do I get started with AI agents?
- Choose a task: recurring, time-consuming and clearly describable.
- Set the goal: what should improve, such as time, response speed or quality?
- Clarify data and tools: what does the agent need access to, and what must it not see?
- Start small: test a prototype with a limited group.
- Build in control: have results checked before they go out.
- Measure and expand: assess the benefit and only then extend.
Where are the limits?
AI agents can make mistakes, classify information incorrectly or give answers that sound convincing but are wrong. That is why they are best suited to tasks with clear rules and to preparatory work that a person checks. For personal data, the GDPR also applies.
What does the EU AI Act mean?
The EU AI Act classifies AI systems by risk. For most business applications, transparency obligations apply above all, for example that people must be able to recognise when they are communicating with an AI system. Applications that assess people, for example in recruiting or credit checks, are subject to much stricter rules. This overview does not replace legal advice.
Conclusion
AI agents are worthwhile when they are used purposefully for clearly described tasks. Those who start small, check results and measure the benefit noticeably relieve their team and build up experience step by step.
Frequently asked questions
AIMelanie Dincdemir
Marketing, digital business and business model development at Optivanta
This article is for general information only and does not constitute legal, tax or investment advice. It does not replace advice on your individual case. Despite careful research, we accept no liability for accuracy, completeness or timeliness; use is at your own risk. Articles bearing an author's name reflect that author's opinion. The provider of and party responsible for all content is Optivanta Solutions LLC. More in the imprint
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