What is an AI agent? Real examples that show why businesses are adopting them
These AI agents don’t just respond—they complete tasks that used to eat up hours.
AI agents don't just answer questions — they get stuff done.
These digital workers handle tasks that once tied up employees for hours, from digging through documents to adjusting prices and processing claims.
Companies aren't just experimenting with them — they're seeing real results. Verizon watched sales jump 40% after implementing AI agents.
Let's break down what these agents actually are and why they matter for your business.
💡Short on time? here’s what you’ll learn
- What an AI agent is, using Verizon’s support assistant as a real-world example
- How companies use AI agents for tasks like adjusting prices (Shopify) and processing claims (Progressive)
- What these agents actually do: search documents, update systems, and trigger actions without manual input
- How to find tasks in your own business—like report pulling or customer responses—that agents can take over
- Why companies using AI agents are saving time and improving results, like Verizon’s 40% sales increase
What is an AI agent? The simple explanation
An AI agent is a digital worker that takes action without someone watching over its shoulder constantly.
Unlike ChatGPT or other basic AI that just responds when you ask something, an AI agent actively completes workflows on its own. Verizon's agents don't wait for questions — they proactively search through 15,000 documents to find what customer service reps need.
Think of the difference this way: regular AI is like asking a smart friend for advice. An AI agent is like hiring an assistant who actually implements the advice without you having to do the work.
What makes something a true AI agent? Four things:
- It gathers information on its own (like sifting through those thousands of Verizon documents)
- It figures out what steps to take next
- It remembers context throughout the entire process
- It uses tools to take actual actions in your systems
How AI agents work in real businesses
AI agents are transforming operations across industries, with each company implementing them in ways that address their specific challenges:
- At Verizon, AI agents help 28,000 customer service reps find information faster. Instead of digging through knowledge bases, reps can focus on helping customers and making sales. The result? Call times dropped and sales shot up 40%.[1]
- For Shopify merchants, AI agents constantly watch competitor prices, market trends, and demand patterns. Tools like Prisync and Intelligence Node then automatically adjust product prices to maximize profits — no spreadsheets or manual updates needed.[2]
- At Progressive Insurance, AI agents tackle claims processing end-to-end. They extract important details from claims, check them against policies, and route them to the right adjusters. This cuts processing time dramatically and keeps customers happier.[3]
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The level of autonomy varies widely across these implementations. Some AI agents need approval at each step, while others run on autopilot once set up. Verizon's system works alongside human reps, while Progressive's makes more decisions independently.
What AI agents actually do day-to-day
These digital workers break complex jobs into manageable pieces.
Progressive's claims agent reads submissions, extracts key information (date, damage type, policy details), applies coverage rules, and routes to appropriate adjusters — all without human intervention.
They integrate directly with your existing systems. Shopify's pricing agents connect to inventory databases and competitive intelligence sources. Progressive's agents plug into policy systems and claims processing platforms.
Most companies aren't replacing workers with AI agents. Verizon enhanced their existing team rather than replacing them — they just removed the tedious parts of the job. The AI handles document searches and information retrieval while humans focus on customer interaction and sales.
How to start using AI agents in your business
Look for processes in your business that resemble our examples:
- Knowledge-heavy tasks where employees spend more time searching than doing (like Verizon)
- Decisions that need constant updates based on changing data (like Shopify pricing)
- Multi-step workflows with clear rules but lots of manual handling (like Progressive claims)
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Start like Verizon did — use AI to help your existing team work better before trying to automate entire processes. This creates an easier transition and builds confidence in the technology.
When shopping for AI tools, prioritize those that connect easily to your existing systems. The best AI agent in the world is useless if it can't access your customer database or business platforms.
Track clear metrics from the beginning. Verizon's 40% sales increase is compelling because it's specific and measurable. Know your baseline metrics before you start so you can prove the value.
What this means for your business
AI agents aren't science fiction — they're practical tools handling real work at companies like Verizon, Shopify, and Progressive today. They excel at connecting systems, processing information, and making routine decisions that previously consumed 12+ hours of employee time per week.
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The best part? You don't need to be a tech giant to benefit. Look at which of these three approaches most resembles your business needs, and that's likely where you'll find your biggest immediate payoff from AI agents.
Source
[1] Verizon (Customer Support Enhancement) Roumeliotis, G. (2025, April 9). Verizon says Google AI for customer service agents has led to sales jump. Reuters. https://www.reuters.com/technology/verizon-says-google-ai-customer-service-agents-has-led-sales-jump-2025-04-09/
[2] Shopify (Dynamic Pricing in E-commerce) Prevaj. (n.d.). The role of AI in Shopify: From chatbots to personalized recommendations. https://prevaj.com/the-role-of-ai-in-shopify-from-chatbots-to-personalized-recommendations/
[3] Progressive Insurance (Claims Processing Automation) Navikenz. (n.d.). How agent AI can optimize the claims adjudication and management processes. https://navikenz.com/how-agent-ai-can-optimize-the-claims-adjudication-and-management-processes/
