AI Agents

Generative AI for customer support automation refers to AI systems that can understand customer queries, reason through context, and resolve issues autonomously by generating human-like responses and taking real actions like refunds or ticket updates.

Traditional chatbots follow fixed scripts and rule-based flows, while generative AI agents understand intent, remember conversation context, access real-time data, and can perform tasks instead of just replying with predefined answers.

Yes, but we have to keep in mind that the proper security measures like data encryption, access controls, compliance with regulations (GDPR, HIPAA), and retrieval-based systems that prevent unauthorized or inaccurate responses.