What is an AI Agent?

AI agents are autonomous, intelligent applications designed to perform specialized tasks that enhance employee productivity and improve customer experiences. These agents leverage large language models (LLMs) to analyze and comprehend the full context of customer interactions or automated triggers. They then autonomously make decisions about the next steps based on their understanding.

AI agents ensure responses align with a company's brand voice and adhere to guidelines, drawing from trusted business data sources like Salesforce CRM, external Data Cloud inputs, and more. Available 24/7, these agents operate seamlessly across platforms, including self-service portals and messaging channels, proactively completing tasks within predefined boundaries. For complex issues beyond their scope, they escalate matters to human agents to ensure accurate and efficient resolutions.