For the past few years, businesses have experimented with AI chatbots as a way to improve customer service, answer frequently asked questions, and provide faster access to information. However, artificial intelligence is entering a new phase. The conversation is shifting from AI systems that respond to AI systems that can take action. Is it time to switch from AI chatbots to agents?

As discussed in Deep View’s article, “New OpenAI data shows dramatic shift to agents”, the next evolution of artificial intelligence is not simply better conversations. It is the ability for AI systems to understand objectives, plan steps, interact with connected tools, and complete tasks with limited human involvement.

The difference between a chatbot and an AI agent is important. A chatbot generally waits for a prompt and returns an answer. An AI agent can analyze a goal, determine the necessary steps, access approved information sources, perform actions, and provide results. As AI researcher Andrew Ng and other industry leaders have noted, the future of AI is increasingly focused on systems that can perform useful tasks rather than only generate responses.

For business leaders, the question is no longer whether AI will become part of daily operations. The question is where AI agents can create measurable improvements in efficiency, customer experience, and productivity.

Which Businesses Should Consider Moving Toward AI Agents?

AI agents are especially valuable for businesses with repetitive processes, large amounts of information, customer interactions, or workflows that require multiple steps.

Companies that should evaluate AI agents include:

E-commerce companies managing customer questions, product recommendations, order updates, returns, and sales follow-up.
Service businesses such as contractors, agencies, and professional firms that need automated lead qualification, appointment scheduling, customer intake, and follow-up communication.
Real estate, insurance, financial services, and legal businesses that handle large amounts of documentation and client communication.
Companies with sales teams that spend significant time researching prospects, updating CRM systems, preparing proposals, and maintaining customer relationships.
Organizations with administrative workloads involving scheduling, reporting, document processing, and internal knowledge management.

The opportunity is not limited to large enterprises. Small and midsize businesses may benefit significantly because AI agents can extend the capabilities of existing employees without requiring additional staff for repetitive tasks.

The Shift Is Not Only Customer-Facing

Many businesses initially think of AI agents as advanced website chatbots. While customer-facing agents are valuable, some of the earliest and most measurable benefits may come from employee-facing AI agents.

Examples include:

Preparing proposals and business documents.
Reviewing and summarizing information.
Creating marketing materials.
Researching competitors and markets.
Organizing files and knowledge bases.
Updating reports and spreadsheets.
Creating internal procedures and documentation.

This is where tools such as Claude Cowork demonstrate the broader transition from chatbot to agent. Rather than simply answering questions, agent-based systems are designed around completing tasks and helping employees accomplish business objectives.

Should Businesses Completely Replace Chatbots With Agents?

For most businesses, a complete replacement is not the best approach. A hybrid strategy will likely provide the greatest value.

Traditional chatbots remain useful for simple, predictable interactions. They are effective for answering common questions, directing visitors to resources, and handling basic customer requests.

AI agents are better suited for situations requiring reasoning, multiple steps, or interaction with business systems. For example, instead of answering “Where is my order?” an AI agent could check the order system, determine shipment status, notify the customer, and create a support request if an issue exists.

The transition should be gradual. Businesses should identify processes where automation provides clear value, implement AI agents in controlled areas, measure results, and expand capabilities over time.

Security, permissions, and human oversight remain important considerations. AI agents often require access to company information and applications, so businesses should establish clear boundaries regarding what agents can access and what decisions require human approval.

AI Agent Platforms SMBs Should Explore

Small and midsize businesses do not need to build their own AI infrastructure to begin using agents. Several platforms provide practical starting points.

Claude Cowork by Anthropic is a strong option for businesses focused on knowledge work, including agencies, consulting firms, professional services companies, and internal operations teams. It is designed to help complete tasks involving documents, research, analysis, and business materials.

ChatGPT Business by OpenAI provides customizable AI assistants, data analysis capabilities, and business-oriented AI tools that can support many operational workflows.

Microsoft Copilot for Microsoft 365 is a strong choice for organizations already using Outlook, Teams, Word, Excel, and other Microsoft productivity applications.

Google Gemini for Workspace provides AI capabilities for companies using Google Workspace tools.

Zapier AI and Make are useful for businesses looking to connect existing applications and automate workflow-based processes without custom software development.

For customer-facing needs, businesses should also evaluate specialized AI customer service and sales agent platforms that integrate directly with websites, CRM systems, and support tools.

How Should SMBs Begin?

The most effective approach is to start with a business problem rather than a technology decision.

Companies should identify areas where employees spend significant time on repetitive tasks, where customers experience delays, or where information is difficult to access. Those areas are often the best candidates for AI agents.

A practical roadmap includes:

Identify repetitive workflows that consume employee time.
Determine whether the process requires simple automation or agent-based decision-making.
Start with a limited pilot project.
Measure improvements in time savings, customer satisfaction, or revenue impact.
Expand successful implementations.

The transition from chatbots to agents represents a major change in how businesses use technology. Chatbots improved communication. AI agents have the potential to improve operations.

For many SMBs, the competitive advantage will not come from simply adopting AI. It will come from strategically applying AI agents where they can improve productivity, customer service, and business growth.

Mobile applications (Apps) have been a necessity amongst large business for the past few years. However, this has changed for the better, and now smaller companies are getting a chance to have their own mobile apps. Not only can these apps help promote the company, but help them profit as well. Below, are 10 reasons you should consider making an app for your business.

Helps You Market Directly
Obviously enough, mobile applications offer customers a variety of information on the business. Creating an app can offer your customers information about your locations, products, services, and staff. This can come in the form of product specifications, news feeds, prices, promotions, etc. With an app, you can help your company market more directly to your target audience, which could put you over your competitors.

Offers More Value to Your Customers
If you have a loyalty program or any customer reward-based program, you should consider making it openly available to use on a mobile app. In fact, transitioning a physical rewards card to a digital one in an app can improve the odds of your customers actually using it.
It’s no surprise that people are growing increasingly tied to their smartphones, so why not offer your customers rewards program or market products straight from the source? Plus, customers are far more interested invaluable services or products that they can view directly from their phones. After all, brick-and-mortar have been doing this tactic for years successfully. So, why can’t you? An app notification can be all your customers need to rush down to your store.

Smartphones are Used More Often Than PCs
In the United States alone, nearly every person spends two hours on their smartphone at the very least. Keeping in mind that there are billions of smartphones in the world, the odds are looking in your favor for mobile app development for your business. Plus, people actually end up spending more time on their phone than their PCs, so if you shift your marketing tactics to target smartphone users, it will pay off.
However, on your app, make sure that your logo, image, and name are all openly visible at all times. Since the average person can unlock their phones and start scrolling through news feeds in a matter of seconds, it’s important that your brand can be recognized easily. Besides that, you should also make your app easy to use, since the average smartphone user ranges from 10 to 70 years old.

Boosts Customer Engagement
It’s important to have a good point of contact for your business so a client can purchase a product or service they’re interested in investing in. If your company cannot easily be reached, you’re at risk of losing valuable customers. An app is the easiest way of forming a point of contact that can run 24/7. You can include a help area in your app where clients can post questions, complaints, comments, and place orders. Plus, if you respond quickly to requests, comments, and questions, your customer engagement will see a drastic boost.

Increase Brand Recognition
No matter if you’re looking to re-brand or improve your current brand, a mobile app is the single-handed best way to increase your company’s brand recognition. When you create a smartphone app for your business, you can attract audiences by integrating easy-to-use, likable features. However, you should always be looking for new ways for your clients to get involved on a regular basis. Generally speaking, the more your customers interact with your app, the more you can sell your product or service.
An advertising rule of thumb called effective frequency states that if your customers don’t see your brand more than 20 times, your company will be unnoticed. Keeping this in mind, make sure that you properly brand your app so your customers know exactly what company they’re buying from in order to effectively increase your brand recognition.

Surge Customer Loyalty
Ideally, you want to have return customers who purchase your products or services again and again. But, how often is that happening right now? By creating an app, you can seriously boost your customer loyalty. This is because it actively reminds your customers who you are and what you do. This is a subtle form of advertising that reaches your clients every time they look at their phone. People are inundated with advertising every day so it is hard to create a real relationship with your customers. With an app, your business is right at their fingertips at all times. This allows you to form a close connection with your customers in a genuine way.

Enhance Your Site
A lot of companies question whether or not they need an app because they have a functional mobile website. You should not think of the app as a copy of your site but rather a tool to enhance it. Websites are designed to attract new business, mobile applications are designed to increase customer loyalty. Your website is a great place to provide information to your clients and post new content. However, your app offers different advantages. It can handle a sufficient two-way communication and customer support. Plus, as mentioned above, it is always at the fingertips of your customers.

Give You a Competitive Edge
If you truly want to stand out from your competitors, your website is very important to your success. However, you need a mobile app. Since this marketing tool is still relatively new, you can set your business apart by jumping on the trend before it blows up. By the time your competitors realize how important having an app is, you will have already established yourself. It does not matter what industry you work in, having an app will give you more credibility over your peers.

By building an app for your company, you can improve everything from your marketing, communication, customer loyalty, and customer happiness. An app puts your business, products, and services right at the push of a button for all of your customers. Plus, they are fast and easy to use. Why contact BrixTec Web Solutions or request a free quote about an app for your business or new idea?