An AI agent is software that pursues tasks toward objectives by interpreting information and taking actions with limited direct human intervention. Unlike a traditional tool that only answers questions, an agent can take initiative, use systems, analyze data, and complete several steps independently. section 8.4
Workplace AI agents can support people by:
- Managing calendars, filtering email, organizing documents, and reminding people about appointments or tasks. section 7.6
- Navigating websites, using computer systems, analyzing complex data, and completing routine support processes. section 8.4
- Sorting and assigning support tickets, suggesting solutions from earlier cases, answering simple questions, and identifying recurring problems. section 8.4.2
Service desk triage
A service desk agent can receive an issue, classify and assign the ticket, suggest a solution based on past cases, and pass a complex problem to a human specialist. The human agent then uses the system’s information and suggestions while retaining oversight. section 8.4.2
AI agents remain imperfect. Accuracy and functionality can be limited, especially for email rules, folder management, and calendaring. Sensitive workplace information requires secure communication practices, dedicated AI instances, human ethics, oversight, and critical thinking. section 7.8
