Agents.
AI that does not just answer questions. Give it a goal and it works through the steps to get it done.
What it is.
- An agent plans the steps, uses your apps and tools, checks its own work and keeps going until the job is done.
- Examples include Microsoft Copilot Studio agents, Salesforce Agentforce, ChatGPT Work and Claude Cowork.
- Good agents stop and ask a person before anything risky, such as sending money or emailing customers.
Why it matters to you.
- Agents take real work off your team, such as chasing invoices, triaging enquiries or updating records.
- They suit repetitive, rule-based jobs. They still struggle with judgement calls and messy data.
- Because they act, not just advise, they need clear limits and a human check.