Confusion surrounds definition of AI agents in business

In 2025, AI agents are becoming a key technology for businesses, with major tech companies racing to develop tools that enhance operations. These agents can negotiate contracts and resolve customer issues without human input, marking a shift from traditional automation. Despite the rapid advancements, there is confusion about what defines an AI agent. Tech leaders disagree on whether they are autonomous decision-makers or advanced workflow tools, complicating the industry's understanding and implementation of the technology. Some companies are already benefiting from AI agents, with significant improvements in efficiency. For example, ServiceNow reports that 80% of customer support cases are now handled by AI, reducing the time needed for complex issues by over half.