Autonomous Agents

Unlike Copilot (which assists you), Agents work for you. They can run autonomously in the background to complete complex workflows.

Types of Agents

Service Agent

• Role: Customer Support.
• Trigger: New incoming email or chat.
• Actions:
  • Reads the inquiry.
  • Searches the Knowledge Base.
  • Drafts and sends a reply if confidence is high.
  • Escalates to a human if unsure.

Sales Development Agent (SDR)

• Role: Lead qualification.
• Trigger: New lead from website.
• Actions:
  • Researches the lead on LinkedIn.
  • Sends a personalized introduction email.
  • Follows up after 3 days if no response.
  • Books a meeting if the lead expresses interest.

Monitoring

• Audit Logs: See exactly why an agent took an action.
• Human-in-the-Loop: Require approval for sensitive actions (e.g., sending a contract).