Through countless conversations with customers and industry leaders, I’ve noticed a common theme: confusion about AI agents. I’ve been asked questions such as “What are agents?” “When should I use them?” or “How do they work in my environment?”. These come up all the time. In this post, I’ll set the record straight and provide clarity on agents, drawing on my 10+ years of AI implementation experience. Whether you’re just starting or looking to enhance your use of agents, this guide is for you.

Agents are NOT new

First, let’s level set on one thing — Agents are NOT a brand-new concept. They have been around for years and have been implemented in industries across the globe. However, they are being perceived as a new or hot topic today because of the technological advancements that have been made. This is primarily driven by Large Language Models (LLMs) that have brought agents back into the spotlight. These advancements make agents more capable, flexible, and accessible than ever before.

What is an Agent?

Simply put, an agent is a system designed to perceive information and take action to achieve a specific goal. Examples include answering customer questions, executing…