From managing customer requests to fixing technical issues or helping sales teams close deals, AI agents are becoming a key part of how successful businesses and teams work today.
In this post, we’ll look into the major types of AI agents, explaining how each one works and how they free up time for teams to focus on the creative, strategic side of things that moves the business forward.
What Is an AI Agent?
An AI agent is AI-powered software that observes its environment, thinks, and acts on its own, without human intervention, based on what it observes. When given a goal, agents figure out how to get things done, try different solutions, see what works, and adjust what doesn’t.
Chatbots like ChatGPT or voice assistants like Siri were probably your first taste of AI, with basic interaction (i.e., you ask a question and it answers). However, AI agents are a step beyond such functionality. They understand context, remember your previous questions, and can connect with your other software tools, too.
GitHub Copilot’s a good example of this. It can observe your code while you’re writing it, make suggestions, and even build out an entire feature if required – all under the developer’s supervision.
AI agents can handle all the tedious, repetitive, and time-consuming tasks, enabling teams to spend more time on decisions requiring human judgment and critical thinking.
Types of AI Agents
There’s no shortage of ways to use AI agents to increase operational efficiency and drive better business outcomes.
Customer Experience AI agents
These are AI agents that help companies connect with customers better. Two major agents do this: CX Genie and CSM Genie.
- CX Genie
CX Genie is an AI agent that takes customer surveys and escalations and figures out what matters. With it, teams respond faster and make smarter product decisions because they know what’s frustrating customers.
CX Genie is an always-on intelligence, so issues get spotted early, renewals are quicker, and customer relationships get stronger.
- Compass (The CSM Genie)
This is a customer success manager (CSM) AI agent, which handles all the manual operational tasks. It manages workflows and cleans up data to give insights into what’s happening.
The agent also ensures new clients are onboarded faster, renewals are not forgotten, and teams have the information they need right when they need it. As a result, teams can align better, catch issues early, resulting in happier customers.
IT AI Agents
IT agents are autonomous AI agents that handle IT operations so teams don’t have to. They cut workloads, lower costs, and keep services running smoothly by messaging requests, incidents, and software licenses in the background.
- Aura (The IT Support Genie)
This works like an always-on support engineer by proactively scanning for unhealthy accounts like suspended users, expired passwords, and authentication failures. When it identifies issues, the agent attempts to fix them automatically using its knowledge base of past tickets while routing anything more impactful or sensitive for human approval. If it can’t resolve something, it notifies the IT team for follow-up.
It creates a Jira ticket for the issue, keeping both admins and affected users in the loop. With Aura, password resets, access checks, and all the repetitive work get done without IT getting much involved. This enables teams to focus on more critical tasks that need human attention.
- License Genie
License Genie is an AI agent that watches your software licenses nonstop. It finds unused, duplicate, or bloated licenses and reaches out to users directly about what they need.
If someone resists a change, the agent digs into why and comes back with smarter alternatives. For example, if someone only needs reports and not a full analytics license, License Genie suggests a better reporting-only tool that does the job at a fraction of the cost.
- Incident Management Genie
This AI agent catches system issues before they escalate. It kicks off incident workflows automatically, getting tickets to the right teams rapidly. It can gather context, attempt fixes, and learn from each case to handle future incidents faster and smarter.
Security AI Agents
These are autonomous AI agents that make security operations faster, sharper, and always running.
- SecOps Genie
SecOps Genie is an always-on security specialist agent monitoring alerts around the clock, analyzing threats as they occur (e.g., endpoint threats, IAM anomalies, and network intrusions), and executing automated responses to halt attacks before they spread.
It doesn’t just react. It actually thinks. If an alert pops up from SentinelOne or AWS GuardDuty, for example, it immediately figures out the threat, pulls the right playbook, and starts checking multiple sources simultaneously.
Within seconds, it gathers the threat data, looks at users’ activities, system logs, access patterns, and then acts — for example, by isolating endpoints, quarantining files, or killing malicious processes depending on your security policies.
The agent also minimizes false alerts, so analysts can focus more on working on strategic security work instead of wasting time on false alerts. With it, response times drop from hours to seconds. Plus, teams get complete audit trails and enterprise-level security built in.
Sales AI Agents
These are AI agents that make sales teams faster and more productive. In this section, we’ll review three agents in this category: CPQ (Configure, Price, Quote) Genie, Rep Genie, and RevOps Genie.
- Paige (The CPQ Genie)
Paige cuts quote creation from hours to seconds. It can fetch live data from Salesforce, fill in what’s missing, suggest the best product configuration, and manage approvals without endless email threads. The agent gives sales reps error-free quotes, helping close more deals while automating tons of manual tasks, like data entry.
- RepGenie
RepGenie handles boring sales work like call prep, follow-ups, and CRM updates, all of which are handled automatically. Let’s say you have an upcoming discovery call and you check in with RepGenie. You’ll see a daily digest that includes prepped materials, key points to address, and tailored next steps to help close the client.
After calls, it has the capacity to summarize key insights, ideal business outcomes, and the planned agenda, and you can even update sales notes with prefilled fields from the call; everything can be synced in Salesforce, eliminating data-entry tasks.
With RepGenie, teams keep their pipelines organized and their CRMs current. Reps can reclaim time and spend it selling instead of doing administrative work.
- RevOps Genie
RevOps Genie works like your sharpest sales ops person, continuously analyzing deal data and sales interactions, and learning from past wins and losses to transform sales operations from reactive to proactive.
By watching deals constantly, the agent spots issues early, predicts forecast shifts ahead of time, and finds opportunities that can usually slip by. It surfaces insights and hands out tasks to the right team members, so no opportunities fall through the cracks.
Marketing AI Agents
Marketing AI agents can handle campaign execution and operations so teams can move quickly, generate more leads, and win more business
- Campaign Genie
Campaign genie is an AI agent that runs your entire outbound operation, from analyzing sequences and building personalized email steps to optimizing send times and delivering campaigns, turning days of work into hours.
It can monitor intent signals and track engagement in real time, adjusting automatically when performance drops. If reply rates fall below your target (say 20%), it finds which messages got responses and updates your template accordingly. The agent learns using real numbers to boost open rates, replies, and conversions — all autonomously. And if you ever want to jump in at any point, you can set custom triggers to keep you in the loop.
- Lead Genie
Lead Genie is a lead ops agent that qualifies incoming leads, enriches their data through multiple sources like ZoomInfo, and routes them to the right sales development representative (SDR) based on their timezone the moment they submit a form, accelerating speed to lead.
The agent automatically adds leads to tools like Salesforce, Marketo, and Outreach then creates a consolidated view with use case info, firmographics, with no manual data entry required or anyone having to wait in queues.
The agent can also draft personalized emails for each lead, making sales connect with hot prospects while they’re still interested, boosting conversions significantly.
How AI Agents Are Transforming Teams Today
By handling the repetitive tasks that eat up everyone’s time, AI agents are changing how teams operate. Whether it’s helping users reset their passwords, security teams seeing and resolving threats in real-time, or sales reps getting quotes done in seconds instead of hours, AI agents are transforming the way business gets done.
Here’s what makes them different from more basic AI: With each task, they notice patterns, learn from their results and feedback, and keep improving autonomously — all while still giving you the option to step in any time for oversight, reviews, and approvals. This gives teams more time to focus on bigger ideas and decisions that help the business grow.
Ready to see AI agents in action? Check out how Workato can transform your workflows.
This post was written by Inimfon Willie. Inimfon is a computer scientist with skills in Javascript, NodeJs, Dart, flutter and Go Language. He is very interested in writing technical documents, especially those centered on general computer science concepts, flutter, and backend technologies.