Definition
A goal-directed AI system that can take a series of actions to accomplish a defined task — for example, following up on a lead, scheduling an appointment, or drafting a quote. Agents differ from chatbots in that they take initiative across multiple steps rather than just responding.
Why it matters
Owners don't want a tool that answers a question and then waits for the next instruction — they want the task actually finished. That's why the agent distinction matters: an AI agent can carry a job across several steps, like taking a new lead and following up, booking the slot, and logging the outcome. The catch is that more autonomy means more room to go wrong unsupervised, so the practical pattern for a small business is an agent that handles the steps but pauses for approval on anything money- or brand-sensitive.