Artificial intelligence has revolutionized the way businesses communicate and manage their operations. However, concepts such as AI agents and AI assistants are often confused. While both leverage advanced technologies like language models, their purpose and level of autonomy are quite different.

In this article, we explain the differences between AI agents and AI assistants, their applications in business environments, and how to leverage them in communication solutions like those offered by Fonvirtual.

What is an AI assistant?

An AI assistant is a tool designed to help users or employees perform specific tasks on demand. It functions as a digital “copilot” that responds to instructions, retrieves information, schedules meetings, or generates summaries. Its operation depends entirely on user interaction and is limited to the tasks it has been configured to handle.

In business settings, AI assistants are integrated into tools such as CRMs, virtual switchboards, and messaging platforms to boost team productivity. To learn more about how they work, check out our article on AI language models.

What is an AI agent?

An AI agent is more autonomous than an assistant. It can carry out tasks from start to finish without direct human intervention, making decisions and acting proactively to achieve a goal. For example, a virtual agent in a WebRTC-based switchboard can handle calls, resolve queries, and escalate only the most complex cases to a human agent.

Thanks to advancements in conversational AI and the development of autonomous agents, businesses can now offer 24/7 customer service, reduce operational costs, and increase efficiency—without compromising service quality.

Key differences between AI agents and assistants

Which one should you choose for your company?

• Choose an AI assistant if you’re looking for a support tool that enhances team productivity, such as automatic call summaries or real-time translations. 
• Choose an AI agent if your goal is to automate entire customer service processes, with 24/7 availability and the ability to manage high volumes of interactions. 

At Fonvirtual, we offer solutions that combine both approaches. Our WebRTC virtual switchboard allows you to integrate AI assistants that support your employees, and virtual agents that autonomously serve your customers. This ensures maximum efficiency and communication quality.

Conclusion

Understanding the differences between AI agents and AI assistants is essential for selecting the right technological solution for your business. While assistants are ideal for specific support tasks, agents can scale automation across customer service and back-office operations.

By combining advanced language models with autonomous agents, companies like yours can deliver faster, more efficient, and personalized service.

Want to know how to implement it? Discover Fonvirtual’s solutions and transform the way your business communicates.