An AI agent uses a language model, the kind behind ChatGPT, to do work that used to need a person reading. It can look at a crooked photo of a delivery note and pull out the customer, the product and the quantity. It can draft the reply to the tenth "where is my order" message of the day.
It is bad at knowing when it is wrong. It will read a smudged 8 as a 3 and say so with the same confidence as everything else.
So we never let one save or send anything on its own. The agent does the typing. Your person reads it, fixes what is wrong, and presses the button.
Most of the AI sold to small businesses is a chatbot bolted onto the website. We think that is the wrong place to start. Start with the job your staff hate most.