AI Agent
An AI system that understands customer questions in natural language and resolves them autonomously, escalating to a human when needed.
Glossary/AI Agent
An AI agent in customer support is software that can understand a customer's request, decide how to respond, and take action — answering the question, looking up an order, or handing off to a human — without a person driving each step. Unlike a scripted chatbot that only follows pre-built flows, an AI agent reasons over your knowledge and the conversation to produce a relevant answer.
Modern AI agents are grounded in a company's own content so their answers reflect real policies and products rather than generic guesses. The best ones cite their sources and know their limits, escalating to a human agent with full context when a question falls outside what they can safely handle.
LiveBotIQ's AI agent, BotIQ, is built in on every plan. It auto-learns your business from your website and help center, answers 24/7 across 12+ channels with source-cited responses, and hands off cleanly to your team.
Frequently asked questions
What is the difference between an AI agent and a chatbot?
A chatbot typically follows scripted decision trees you build and maintain. An AI agent understands natural language, reasons over your knowledge base, and resolves open-ended questions autonomously — escalating to a human when appropriate.
Related terms
See AI Agent at work in LiveBotIQ
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