"AI agent" gets used loosely. Here is a practical definition and how to tell whether one is worth building for your business.
What an AI agent actually is
An AI agent is software that pursues a goal by taking multiple steps, making decisions, and using tools (searching, calling systems, writing records) along the way. Unlike a simple chatbot that answers one question at a time, an agent can complete a whole task, such as triaging a request, gathering the data, drafting a response and updating your systems.
Does your business need one?
An agent tends to pay off when you have a workflow that is:
- Repetitive and consumes real staff time.
- Rules-based, with some judgement that a person currently supplies.
- Data-connected, touching systems an agent could read and update.
- High-volume or growing, so automation compounds.
If a task is rare, purely creative, or safety-critical with no room for error, an agent may not be the right tool, or it needs a human firmly in the loop.
The Putti view
AI is a powerful tool, not a magic wand. We build custom AI solutions that plug into real workflows, and we are always transparent about where AI is used and where human judgement stays in charge.