AI Agent

An AI agent is software that uses a large language model to understand a request in natural language and take autonomous action toward a goal, rather than following a fixed decision tree. In customer support, an AI agent can answer questions grounded in a knowledge base, look up an order, update a cart, or book an appointment — and escalate to a human when a rule requires it.

AI agent vs. traditional chatbot

A rule-based chatbot matches user input against predefined patterns and returns a scripted response; anything outside those patterns fails or hands off. An AI agent, powered by conversational AI, can handle novel phrasing and multi-step requests, and can call external tools (like an e-commerce API) to complete the request rather than only describing what to do.

Where AI agents are deployed

Solveo AI agents deploy across 15 channels — chat widget, WhatsApp, Instagram, Messenger, Slack, phone & SMS, a hosted agent page, and a branded help center — sharing one knowledge base and one set of escalation rules regardless of channel.