The full answer
An AI agent combines a language model with a set of tools, such as APIs, database queries or internal functions, and decides which to use to reach a goal. This makes agents suited to work that involves several steps across different systems, for example qualifying a lead, preparing a report or processing a request end to end.
Creuto defines exactly what each agent is allowed to do. Read-only actions may run freely, while actions that send messages, change records or spend money can require a person to review and approve them first.
Every step an agent takes is logged, including the tools it called and the information it used, so its decisions can be audited and problems traced. Agents are tested against realistic scenarios, including unusual and adversarial inputs, before they go live.
Agents often work best alongside existing automation. Where a process is fully predictable, a conventional workflow is cheaper and more reliable, and Creuto will recommend that instead.
Creuto's workflow automation and process management platform is a good reference for the kind of operations work where agents can take on the variable, judgement-based steps.