An AI agent is software that handles customer conversations autonomously, understandinga request, deciding what to do about it, and taking action, rather than following afixed decision tree or simply routing the conversation to a human.
The term gets used loosely across the industry, so it's worth beingspecific about what separates a real AI agent from a scripted chatbot. A chatbot followspre-written branches: if the customer says X, respond with Y. An AI agent reasons aboutthe actual situation, checks relevant data (an order, a policy, a customer's history),and decides what response or action fits, which is why AI agents can handle a much widerrange of requests without someone having to script every possible path in advance.
Resolution rate is the primary metric, how many conversations an AIagent closes without a human getting involved. Teams also track accuracy (did the AIagent do the right thing) separately from resolution, since a high resolution rate withfrequent mistakes is worse than a lower one that's reliably correct
Mim is Dixa's AI agent. It learns from a company's existingknowledge base rather than requiring separate training data, goes live in days, andsupports 30+ languages. It works across chat, email, WhatsApp, Messenger, and SMS, andhands off to a human agent with full conversation context when something needs judgmentit isn't built to provide.