From answering questions to carrying out tasks
The new generation of AI solutions goes beyond generating text or answering questions.
An AI agent can work toward a goal, gather the information it needs from multiple sources, use enterprise tools and systems to complete several steps, and present the result to the user.
That is an important difference between a basic AI assistant and an AI agent.
An assistant primarily helps people and answers questions. An agent can also carry out part of a workflow.
AI agents in day-to-day operations
A support agent, for example, can review a new customer request, identify the topic, retrieve customer information from CRM, review relevant records and suggest a response for a staff member.
An agent can also gather information from several systems and prepare a management report.
In sales, agents can review opportunities, prepare information for sales staff and follow up on defined steps.
Connecting agents to Dynamics 365 and enterprise systems
AI agents are most useful when they can work with the tools the organization already uses.
An agent can use APIs and defined services to connect to Dynamics 365, CRM, ERP, databases, internal systems and other services.
This makes AI part of the organization’s workflow instead of a standalone tool.
Human oversight and human-in-the-loop workflows
Automation can be designed to keep people in control.
For sensitive tasks, an agent can gather information and prepare an action, while final execution requires user approval.
For example, an agent can draft a customer reply that a staff member must approve before sending. It can also propose a system change that only proceeds once the responsible person approves it.
This approach makes practical use of AI while keeping the organization in control.
Examples of AI agent applications
- Intelligent support agent
- Sales and customer follow-up agent
- Request analysis and classification
- Automated management reports and summaries
- Document and information processing
- Multistep workflows
- Connecting AI to CRM and ERP
- Automating repetitive activities
- Gathering information from several systems
- Preparing actions for user approval
- Designing human-in-the-loop workflows for sensitive tasks