AI agents: what they are and why your business needs them

What are AI agents and how did they come about?

AI agents are software solutions based on artificial intelligence (AI) that help solve tasks or problems without constant human involvement. They never get tired and never forget deadlines. They are like a personal digital assistant that doesn't just follow commands, but actually thinks about how best to help you.

In fact, agent AI is not a new technology — the idea of an agent was first described by Alan Turing. Chess programs created back in the 1960s already demonstrated the principles of such agents, which make decisions in a limited environment.

However, the real boom in interest in AI agents occurred in 2023, when major technology companies Google and Microsoft began to actively invest in this development. Chinese giant Baidu has also joined in and is developing its own agents, while Meta (Facebook) has released the LLAMA framework, which allows such software solutions to be created.

How AI agents work

Unlike regular bots, AI agents work on the basis of large language models (LLM), such as ChatGPT. This is their intellectual foundation or the brain of the system. Therefore, they do not simply act according to a clearly defined scenario, but also understand what you want from them, even if you have formulated your thought in a non-standard or not entirely accurate way.

The main advantage of AI agents over chatbots is that they not only automate mundane tasks, but also cope with complex situations that previously required human involvement.

But there are also differences between generative AI (ChatGPT) and AI agents:

• Generative AI is positioned as a tool for solving one task at a time (creating text, images, videos) and requires user prompts (input data or instructions) to do so. An AI agent, on the other hand, acts as an autonomous assistant that not only executes commands but also makes decisions independently and consistently solves complex tasks.
• Generative AI is trained using the provided database, but there may be difficulties in processing new requests outside the scope of the training data. AI agents are constantly learning: they analyse the results of their actions and improve their responses based on customer feedback. As a result, they become smarter and more efficient over time, allowing them to provide even better and more natural responses.
• Generative AI does not integrate with other applications. An AI agent works equally well on all platforms (website, messengers, applications, etc.).

The difference between the capabilities of ChatGPT and an AI agent is best illustrated with a practical example. Imagine that you are going on a trip. ChatGPT can be your guide: it will suggest the best destinations, recommend places to visit, and even create a detailed itinerary. But ChatGPT cannot book a hotel or buy tickets — you will have to do that yourself.

But an AI agent takes care of all this work. Not only will it recommend where to go, but it will also book a hotel, select the best transport for your budget and schedule, and find places to eat that suit your preferences. What's more, it will analyse the availability of options in real time, select the best offers and make the booking without any effort on your part. The agent will take care of everything for you, from planning to final booking, allowing you to enjoy your trip without any worries.

Schematically, the work of an intelligent agent looks like this:

AI agents work according to a clear plan, step by step, to understand the problem and solve it. First, they collect data to fully understand the situation. This can be text, images, videos, or voice messages. When it comes to customer support, the agent analyses the request to understand exactly what the problem is.

Then, the agent uses all the collected data for analysis and decision-making with the help of AI (AI Engine). It applies knowledge bases and LLM algorithms (e.g., ChatGPT) to find the best way to solve the problem.

Once a solution is found, the agent performs the necessary action. This could be responding to the customer, updating the database, or launching a specific process in the application (User App).

AI agents don't just give generic answers — they try to understand your intentions, adapt to the conversation, and can even engage in lively, meaningful communication that is close to human interaction.

Ways to work with AI agents

There are three main ways to use AI agents: through superplatforms, software shells, and individual tools for users.

1. Superplatforms.

   These are a new type of business application where AI agents are just one of many features available when needed. This is a convenient option for companies that want to integrate AI without making major changes to their infrastructure.

2. Software shells.

   They use third-party services via API, i.e., they can connect various ready-made solutions for working with AI, which allows you to configure the necessary tool much faster.

3. Custom agents.

   These are created specifically for each company. This is a more flexible option, where agents are configured using a pre-trained LLM. For example, an AI agent can be developed for a bank's customer support, taking into account the specifics of the company, its data, and previous interactions.

Integrating AI agents into business processes is not only a step towards innovation, but also a prerequisite for maintaining competitiveness in a rapidly changing market. AI agents, particularly in areas such as automation and predictive analytics, are already becoming the new standard for doing business.

Advantages of business automation with AI

The introduction of AI agents into business is not just a fashionable trend, but a real opportunity to increase efficiency, reduce costs and improve customer interaction. Thanks to innovative technologies, businesses can significantly simplify their processes by replacing routine human work with the fast and accurate actions of AI agents. This allows companies to focus on strategic goals rather than spending time on standard tasks. Meanwhile, AI services offer the following capabilities:

1. They work 24/7.

   AI agents are always available, day and night: they instantly answer questions, help with sales, and monitor processes. Thanks to AI assistants, your business can serve customers anytime, anywhere in the world, without unnecessary costs.

2. Increase productivity.

   AI agents answer frequently asked questions, freeing up time for your team. People focus on more important tasks, and customers get answers faster — everyone wins.

3. Save money.

   Instead of hiring new employees, you can implement an AI agent. It doesn't require a salary or holidays, and when scaling your business, it costs much less.

4. Communicate with a personal touch.

   AI agents remember user preferences and respond as if they know you personally. This makes communication more enjoyable and customers more interested.

5. Provide consistent and accurate answers.

   People can make mistakes or be in a bad mood. AI cannot. It always provides accurate, consistent information, regardless of time or workload.

6. They learn with experience

   The more an AI agent works, the smarter it becomes. It analyses previous conversations and improves its responses and approaches, thus automatically improving the service.

7. They provide an advantage over competitors.

   Innovation is always a plus. If customers receive fast, convenient and pleasant support, they not only return, but also become your loyal fans.

НIt is not surprising that demand for such AI-based business process automation is growing rapidly. According to statistics, employee efficiency at companies that have already integrated AI agents into their work processes increases by an average of 60%. According to the results of a 2024 survey of large enterprises, more than 80% of companies plan to «hire» AI agents within the next 1-3 years to free employees from repetitive tasks. Financial institutions report a 38% increase in profitability by 2035 thanks to the introduction of AI services.

Analysis shows that the annual growth rate of the AI agent market is over 45%: if in 2024 it was estimated at $5 billion, then by 2030, according to analysts' forecasts, its expected value will be $47 billion. Therefore, we can confidently say that AI-based agents are becoming increasingly indispensable and effective assistants for companies in automating complex work processes.

The most common examples of AI agent use

Thanks to their versatility, AI agents can be used for different purposes and in different areas, adapting to different scenarios and personalised customer experiences:

• Virtual assistants

  Virtual assistants can greatly simplify our daily lives by performing a variety of tasks. They can schedule events, send messages, search for information, set reminders, make calls, read messages, and more. The most well-known examples of such assistants are Siri, Alexa, and Google Assistant. They are ideal for automating repetitive tasks, giving people more time to focus on more important matters.

• Customer support

  AI agents are an excellent tool for working with customers at different stages of their journey towards purchasing or interacting with a brand. They can effectively respond to queries, handle complaints, make recommendations, and even schedule appointments for customers. With this approach, businesses can provide fast and accurate service, which increases customer loyalty and the chance of repeat purchases.

• Marketing campaigns

  Marketers can provide AI agents with information about their target audience and define entire campaigns and communication channels. Based on this data, agents develop and test various strategies, analysing customer information, interaction history, and market research. AI agents can also create personalised content, both text and visual, that is consistent with the company's brand book. They also assess the risks that may arise when implementing non-standard ideas, helping businesses make informed and safe decisions.

• Personalised learning

  Students are always looking for an individual approach to learning. AI agents can adapt educational content to the needs of each student, taking into account their performance and behaviour. This allows for a personalised learning experience that delivers better results. For example, online tutors or language learning platforms based on AI use such technologies.

• Assistants in financial markets

  AI agents can become indispensable assistants in financial markets. They analyse market data, predict trends and help make informed trading decisions. Thanks to such agents, traders can receive up-to-date information for quick and accurate actions.

• Borrower assessment in credit institutions

  Several specialised AI agents may be involved in the loan application process. The first agent communicates with the potential borrower, gathering all the necessary data for decision-making. The second agent checks the documents to ensure that everything meets the requirements. The third agent carefully analyses the movement of funds in the borrower's accounts to assess their financial stability. And the fourth agent, combining all the information received, offers a final decision on the application. This approach makes the process faster, more accurate and more efficient.

• Assistants in healthcare

  AI agents can also be useful in medicine. They can help patients collect the necessary data, manage their medication, make doctor's appointments, or even assist in diagnosis. Such tools can also provide accurate and timely information about previous treatment, segment patients in the emergency room, draw up plans for further treatment, etc. This is especially convenient for medical institutions where fast and accurate data processing is required.

• Smart home component

  AI agents can also be part of a smart home system, where they control lighting, temperature and security based on your commands. They make your home more comfortable and secure by automating many processes. Integrating such tools into your business not only gives you a competitive advantage, but also attracts new customers by creating a unique user experience. You can take a step into the future right now by using AI to improve your processes and services.

Companies that actively use AI technologies gain a significant advantage over their competitors because they are able to respond more effectively to market changes, optimize costs and increase productivity. If you want to not only maintain your position but also be a market leader, «hiring» AI agents today is a step that will secure the future of your business.