An AI agent is software that uses an AI model to work toward a goal, deciding its next step as it goes and using tools such as a document system, email or case management software. Unlike a chatbot, which answers when asked, an agent can carry out a multi-step task, with people approving what matters.
What does an AI agent look like in practice?
In a law firm, an agent might read a new client inquiry, pull out the parties, search for conflicts and draft the new matter for an attorney to approve. See AI for law firms. Google Cloud defines agents as software systems that use AI to pursue goals and complete tasks on behalf of users.1
Many tasks don't need an agent. When the steps never change, a simpler, fixed workflow is cheaper and easier to audit. Our plain-English guide to AI agents covers the differences in more detail.
Frequently asked questions
Is an AI agent the same as a chatbot?
No. A chatbot responds to each message. An agent works through several steps toward a goal and can use tools, such as searching a database or updating a record. Many agents still send their work to a person for approval before anything is final.
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