"Agent AI", "agentic AI", "autonomous agents"... These terms are everywhere in 2025, but are you still wondering what they really are? 🤔
Don't panic! We explain everything in this comprehensive guide: what an AI agent is, how it works and, above all, how it's revolutionizing customer service.
Spoiler: it's not just an improved chatbot. It's much, much more powerful. And if you don't jump on the bandwagon now, your competitors will get a huge head start.
An AI agent is an autonomous computer program capable of perceiving its environment, analyzing the information it receives, making decisions and acting to achieve specific goals.
In plain English?
Imagine a virtual assistant who :
Unlike a classic chatbot that follows predefined scripts, an AI agent is truly intelligent and autonomous. It doesn't just answer, it solves.
Many people confuse AI agents with chatbots. Wrong! Here are the key differences:
Case in point:
Chatbot: "To track your order, click here".
AI Agent: "I see your order #12345 is in transit and will arrive tomorrow before 2pm. Would you like me to change the delivery address or schedule a notification?"
See the difference? The AI agent acts, not just responds.
An AI agent is based on several advanced technologies that work together:
The agent understands what you're saying, even if you make mistakes, use colloquial language or formulate your request incorrectly.
"Comment je fé pour retrouvé ma comandde" → The agent understands that you're trying to track your order.
Thanks to LLMs such as GPT-4, Claude or Mistral, the agent can generate natural, contextual and precise responses.
That's exactly what we use at Klark: the best models on the market to guarantee quality answers.
An AI agent remembers your previous interactions and uses this context to personalize its responses.
"I want to return the product I bought last week" → The agent knows what product you're talking about without you having to repeat yourself.
This is where the magic happens: the agent can act in your systems.
All autonomously, without human intervention (unless necessary).
The more requests the agent handles, the more efficient it becomes. It detects patterns, optimizes its responses, and adapts to your specific context.
The numbers don't lie:
And for good reason: the benefits are massive.
At Klark, our customers have seen their productivity soar by 50% in just a few weeks. And that's just the beginning!
Not all AI agents are created equal. Here are the main categories:
They chat with your customers via chat, email or messaging. But unlike the old chatbots, they really understand and solve.
Take Klark Chat, for example, which automates simple conversations in complete autonomy.
They assist your human agents by suggesting answers, searching for information and automating tasks.
Example: Klark Copilot, which turns your agents into super-agents 💪
They handle telephone calls autonomously, with a natural voice and advanced comprehension.
Perfect for managing incoming call volume without blowing your costs.
They work behind the scenes to automate processes: processing orders, managing refunds, updating databases.
Invisible for the customer, but ultra-efficient for your productivity.
"My application no longer launches" → The AI agent diagnoses the problem, proposes solutions, and resolves in 80% of cases without human intervention.
"Where's my order?" → The agent consults your logistics system, gives the exact status, and can even modify the delivery if necessary.
"I want to return this item" → The agent generates a return label, explains the procedure, and triggers the refund once received.
"How does it work?" → The agent guides the new customer step by step, personalizes the experience, and makes sure they get maximum value from your product.
The AI agent knows when it can't solve the problem on its own. It then transfers to a human agent, providing all the context for immediate handling.
At Klark, we do all this and more: intelligent customer support automation that respects your processes and brand tone.
False. AI enhances the capabilities of your agents, not replaces them.
AI agents handle the repetitive, while humans handle the complex and emotional. It's the winning combo: human + AI = maximum performance.
Wrong (well, almost). Customers hate bad chatbots that don't understand anything.
But a high-performance AI agent that solves their problem in 30 seconds? They love it. 55% of French people consider AI essential to customer service.
Not anymore. With solutions like Klark, you're up and running in a matter of hours.
Plug-and-play, no complex configuration, our AI connects to your existing CRM and automatically builds your knowledge base.
On the contrary! ROI is guaranteed.
At Klark, we charge by success: you only pay when the AI intervenes successfully. No waste, just value.
Not all AI agents are created equal. Here are the essential criteria:
Spoiler: Klark ticks all these boxes. But hey, let's not brag... 😉
AI agents are just getting started. Here's what's coming:
AI agents will know your customers better than you do: complete history, preferences, behaviors... for 100% personalization.
A single agent capable of managing chat, email, telephone, social networks... in a fluid, consistent way.
AI agents will manage complete end-to-end processes, without any human intervention (with a few exceptions).
AI and humans will work in perfect symbiosis, each bringing its own strengths: speed + empathy = exceptional customer experience.
At Klark, we're building exactly this vision: putting the human touch back at the center of customer relations, thanks to AI that frees up time for what really matters.
AI agents are no longer science fiction. They're here, they work, and they're radically transforming customer service.
Here's a recap of what you need to know:
Your competitors are already adopting AI agents. Don't let them get too far ahead.
Want to see what an AI agent can do for your customer service? Discover Klark and test the power of agentic AI.
Because at the end of the day, the best AI agent is the one that saves your teams time AND delights your customers. And that's possible today. 🚀
Klark is a generative AI platform that helps customer service agents respond faster, more accurately, without changing their tools or habits. Deployable in minutes, Klark is already used by over 50 brands and 2,000 agents.
