Short answer
An AI agent is software that classifies a customer message, fetches live data, drafts a reply and either sends it or waits for a person. It is not a saved macro.
Worked example
A WISMO agent reads 'my serum hasn't come', matches the Shopify order, pulls Shiprocket OFD status and drafts a reply with the rider's usual window — then sends only if confidence is high.
This term sits in the AI customer support hub. Use the related pages below for the full playbook.
Frequently asked questions
What does AI agent mean for a D2C brand?
An AI agent is software that classifies a customer message, fetches live data, drafts a reply and either sends it or waits for a person. It is not a saved macro.
Where should I track AI agent?
Start in the AI customer support guide and the linked calculators or product pages. MarQet CX is built around this operating problem.