AI agent is software that helps business processes run more autonomously, from customer communication to document analysis. See how an Estonian company can use AI agents and how they differ from regular chatbots.
AI agents are no longer just a topic of the future, more and more companies are using them for customer communication, qualifying sales leads, document analysis and automating internal processes. Unlike a traditional chatbot, which follows a fixed script, an AI agent can plan tasks, use different tools and adapt to the situation. In this article, we’ll explain what an AI agent is, how it works and how you can use it in your business.
Table of contents
What is an AI agent?
An AI agent is an artificial intelligence-based software system that can plan and execute multiple steps to achieve a goal. Unlike a regular chatbot, which follows predefined rules, an AI agent works in a more flexible way, analysing the situation, selecting the appropriate tools and performing tasks in natural language.
A simple example: when a customer writes “where is my order?” to an online shop, a normal chatbot will usually provide a predefined answer or direct the person to the order. An AI agent, on the other hand, can check the order in the business software, check the status of the parcel service via the API, compose a response to the customer and register a complaint if necessary. An AI agent is a practical form of automation, if the processes are clearly designed.
How does an AI agent work?
An AI agent usually consists of four main components that help it to perform tasks:
Mudel (LLM)
Suur keelemudel, näiteks GPT-4, Claude või Gemini, mis mõistab loomulikku keelt ja aitab teha otsuseid. Seda võib pidada agendi mõtlemiskihiks.
Mälu ja kontekst
Agent saab kasutada vestluse ajalugu, kasutaja eelistusi ja ärilisi andmeid, et anda järgmistes sammudes täpsemaid vastuseid.
Tööriistad (tools)
API-d, andmebaasid, e-posti süsteemid, CRM, ERP ja teised tööriistad, mille abil agent saab päriselt tegevusi teha, mitte ainult vastuseid kirjutada.
Orkestreerimine
Loogikakiht, mis aitab otsustada, millises järjekorras samme teha, millal küsida lisainfot ja millal ülesanne lõpetada või inimesele üle anda.
AI agent vs chatbot, what’s the difference?
The words “chatbot” and “AI agent” are often used interchangeably, but they don’t quite mean the same thing. A normal chatbot mostly follows a predefined script. An AI agent better understands the context, can use different tools and moves towards the goal in several steps.
- A rules-based chatbot is suitable for simple FAQs, such as opening hours or price list questions. If a question is left out of the script, the chatbot often fails.
- AI chatbots use a language model to formulate responses, but may not be connected to corporate systems. Responds more naturally, but doesn’t always complete the task.
- An AI agent understands the goal, uses tools such as CRM, calendar or email, plans several steps and helps you complete the job. For example, it can book a meeting, qualify a sales lead or resolve a simple customer support issue.
In practice, this means that an AI agent can take over some of the work that previously had to be done manually by a human. At Web Systems, we take your business needs into account when building an AI assistant for your website chatbot or mobile app. Sometimes a simple chatbot is enough, sometimes you need a full-fledged AI agent. Read more about the website building service, where we can integrate a chatbot or AI agent.
Main types of AI agents
Klienditoe agendid
Vastavad korduvatele kliendiküsimustele, otsivad infot teadmistebaasist, aitavad lahendada lihtsamaid probleeme ja suunavad keerukamad juhtumid inimesele.
Müügi- ja turundusagendid
Aitavad kvalifitseerida müügivihjeid, isikupärastada e-kirju, vastata vestlustes ja broneerida koosolekuid kalendrisse.
Sisemised assistendid
Toetavad töötajaid HR-i, raamatupidamise, IT helpdeski või dokumendihaldusega, vastates ettevõtte sisemiste juhendite ja dokumentide põhjal.
Andmeanalüüsi agendid
Aitavad koostada raporteid, analüüsida trende, leida anomaaliaid andmetest ja tuua juhtkonnale välja otsustamiseks vajalikku infot.
Arendus- ja koodiagendid
Toetavad arendajaid koodi kirjutamisel, vigade leidmisel, dokumentatsiooni koostamisel ja koodi ülevaatamisel. Need ei asenda arendajat, kuid võivad tööd kiirendada.
Töövoogude agendid
Automatiseerivad mitmesammulisi protsesse eri süsteemide vahel, näiteks tellimuste liikumist e-poest majandustarkvarasse ja edasi logistikasse.
Which business processes will benefit from AI agents?
AI agents are not a one-size-fits-all solution and will not fit into every process. They are most useful where there are a lot of repetitive tasks, a high volume of manual work and clear rules. The most common use cases are:
- 24/7 customer support allows you to resolve first-level customer issues without human intervention. An AI agent can answer product and service questions, check the status of orders and register complaints.
- Order and query processing helps to automatically classify and route incoming emails or forms to the right department or system. Read more about workflow automation.
- Qualifying sales leads involves an initial conversation with a potential client, qualifying questions and booking a meeting on the calendar.
- Document analysis and reporting allows you to analyse contracts, invoices and reports, and prepare summaries.
- Internal workflows include, for example, confirming purchase orders, processing holiday applications or handling IT helpdesk queries first.
- Personalised marketing helps tailor content and offers based on user behaviour. Read also about marketing automation.
How to deploy an AI agent in your company?
Deploying an AI agent is not just a technical project, it’s a business project where technology is a tool. Successful deployment starts with a specific problem and moves forward step by step:
1. Tuvasta protsess
Vali üks protsess, kus AI agent saaks kiiresti väärtust luua. Hästi sobivad korduvad, mahukad ja selgelt kirjeldatavad ülesanded.
2. Vali arhitektuur
Otsustame, kas sobib valmis platvorm või on vaja kohandatud arendust. Valik sõltub projekti suurusest ja eesmärgist.
3. Liidesta süsteemidega
AI agent on kasulik siis, kui ta pääseb ligi õigetele andmetele ja süsteemidele.
4. Testi ja mõõda
Käivitame agendi esmalt piiratud ulatuses ja mõõdame tulemusi.
5. Skaleeri ja arenda
Kui esimene kasutusjuht töötab, saab lahendust laiendada.
Inimene jääb juhiks
AI agent vähendab rutiinset tööd, kuid inimene jääb otsustajaks.
We can draw on over 20 years of software development experience to create custom AI agents. Whether you need a simple chatbot or a more complex system, we can find the right solution.
Tools and platforms for building AI agents
You don’t always have to build everything from scratch to build AI agents. Depending on the complexity of the project, we choose the right approach:
- Language models such as GPT, Claude and Gemini act as an agent’s layer of reasoning.
- Orchestration platforms such as n8n, Make.com and Zapier are suitable for simpler workflows.
- Developer frameworks allow you to build more complex agents.
- Custom development is suitable for business-critical and large-scale solutions.
Read more about AI tools for business.
Limitations and risks of AI agents
AI agents are powerful tools, but there are risks to consider when using them:
- Hallucinations can lead to inaccurate responses.
- Data security and GDPR require a well thought-out solution.
- The unpredictability of costs depends on the volume of use.
- Dependence on services can affect reliability.
- Human supervision is necessary to ensure quality.
Frequently asked questions
What is the difference between an AI agent and a chatbot?
A normal chatbot follows the rules written in advance. An AI agent understands the context, uses tools and completes the task.
How long will it take to deploy?
A simple solution can be ready in weeks, a more complex project can take months.
Will an AI agent replace workers?
No, it helps to reduce the amount of routine work.
Which systems can be interfaced with?
With most systems that have an API.
Is it safe?
Yes, if the solution is set up correctly.
Off-the-shelf platform or custom development?
Depends on the size of the project.
How to get started?
Fill in the contact form and start the consultation.
