AI agent: definition and use
An AI agent is a software based, intelligent assistant that can handle tasks on its own through calls or chat. It uses AI to understand what people say or write, responds correctly and can make decisions without a human having to step in.
In UCaaS and CCaaS, AI agents are used to:
- Answer common questions.
- Route callers to the right person or department.
- Collect information from the customer.
- Follow up on cases and book meetings.
- Escalate to a human when needed.
AI agents work with both voice and text, around the clock. Want a deeper walkthrough? Read more on our blog about AI in customer service.
How does an AI agent work in practice?
Several technologies work together behind an AI agent:
- Natural language understanding (NLU) to interpret what the customer wants.
- Automated logic and decision trees that decide the next step.
- Integrations with CRM or support systems that retrieve customer information.
- Voice and text engines that respond instantly.
For example, a customer says they need a copy of their latest invoice, and the AI agent retrieves it and offers to send it by email. Fast, accurate and with no waiting time.
How lynes uses AI agents
At lynes, our AI agents are a built in part of the entire communication platform, developed in house. They work directly in the phone system, the web chat, support flows and the service queue, all in one app. You do not need any third party tools.
Our three AI agents today:
- AI telephonist, handles calls, connects correctly and greets callers.
- Personal AI telephonist, trained on your specific routines and terms.
- AI support agent, answers questions and follows up on cases.
Frequently asked questions about AI agents
What is the difference between an AI agent and a chatbot?
An AI agent is smarter and more flexible than a classic chatbot. It handles multiple steps, speaks with voice and routes onward when needed.
Can AI agents speak Swedish?
Yes. Our AI agents are trained for natural conversation in both Swedish and English, including nuances in the language.
Can AI agents integrate with other systems?
Yes. They can connect to CRM, case management or calendars to retrieve and submit information.
Do I need lynes to use your AI agents?
Yes. Our AI agents are fully integrated into the lynes platform, which is what makes them so easy to use.
Curious how our AI agents would work in your business? Learn more about lynes AI or contact us for a demo.
