The term "AI agent" gets thrown around a lot. Sometimes it sounds like science fiction. Other times it sounds like a chatbot with better marketing. Neither is quite right.
Here's what AI agents actually do when deployed in a real business.
Think of them as digital workers
An AI agent is a piece of software that can read information, make decisions based on rules and context, and take actions across your business tools. It works in the background, handling tasks that would otherwise need a person.
Unlike simple automation ("if X happens, do Y"), an AI agent can:
- Understand context — not just data, but what the data means
- Make routine decisions — like categorising a support ticket by urgency
- Handle exceptions — escalating to a human when something unusual happens
- Work across systems — connecting your CRM, email, accounting, and more
A day in the life of an AI agent
Let's follow an agent deployed on invoice processing for a small accounting firm.
8:02 AM — A client's payment arrives. The agent matches it to the correct invoice, marks it as paid in the accounting system, and updates the client record in the CRM.
9:15 AM — An invoice hits 30 days overdue. The agent checks the client's history, sees they usually pay within 35 days, and sends a gentle reminder email using the right template.
10:30 AM — Another invoice is 60 days overdue from a client with no prior late payments. The agent flags this as unusual and sends an alert to the finance manager for a personal follow-up.
2:00 PM — A new invoice request comes in, but the purchase order number doesn't match any records. Instead of processing it incorrectly, the agent pauses the workflow and asks the relevant team member to verify.
Notice what happened there. The agent didn't just follow rigid rules. It assessed context, made proportionate decisions, and knew when to involve a human.
What they connect
AI agents sit between your existing tools. They don't replace your CRM, your email, or your accounting software. They connect them.
Common connections include:
- Email (Gmail, Outlook) — reading, sending, and routing messages
- CRMs (HubSpot, Salesforce, Pipedrive) — updating records and triggering sequences
- Spreadsheets (Google Sheets, Excel) — reading data and writing updates
- Accounting (Xero, QuickBooks, Sage) — invoice management and reconciliation
- Communication (Slack, Teams) — notifications and escalations
What they don't do
AI agents aren't magic. They work best on structured, repeatable processes. They're not good at:
- Creative work (writing proposals, designing marketing campaigns)
- Complex negotiations (closing a sensitive deal)
- Novel problem-solving (diagnosing an issue they've never seen)
- Emotional intelligence (handling a genuinely upset customer who needs empathy)
For those tasks, you need people. The agent's job is to handle everything else so your people have time for the work that matters.
Why now?
AI agents have existed in large enterprises for years. What's changed is that the technology is now affordable and deployable for businesses with 5 to 200 employees. You don't need a dedicated IT team or a six-figure budget.
A single workflow agent can be live in 7–14 days, connecting to your existing tools, and delivering measurable results from week one.
The practical question
The question isn't "is AI relevant to my business?" — it is. The practical question is: which workflow should you automate first?
That depends on where you're losing the most time, where errors happen most often, and which process would benefit most from consistency and speed.
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