An AI agent is software that takes a goal, works out the steps, and does them. A chatbot waits for your question and gives an answer. An agent gets a job, like “reply to every new inquiry within five minutes,” then reads the inquiry, checks your calendar, writes the response, and puts it in front of you for approval – or delivers it immediately, depending on settings.
That may not seem like a big deal until you see where many local businesses get stuck in the fulfillment process; the slow replies and the follow-ups that never get sent.
Here are a few ways agents can help your business.
1. Faster replies
Most customers contact a few businesses and hire whichever answers first. An agent can watch your inbox, contact form and social messages, draft a reply using your real pricing and availability, and offer a booking time. You read it, approve it, and the lead stays warm.
2. Follow-up after calls
After a call or meeting, an agent can turn the notes into a follow-up email and update your customer list. Most owners skip this because it comes at the end of a long day in a pile of other to-dos.
3. Review replies
When a new Google review arrives, the agent drafts a response in your voice and you approve it. Steady, personal replies tell customers and search engines that someone is home. Our Max for Google Business Profiles app has this feature, among many others.
4. Competitor watch
Once a week, an agent can check rival websites and local news, then tell you when a competitor changes prices or adds a service.
How to get started with agents
Pick one task that chews up a few hours a week and already has written steps. If you can’t explain how you do it, an agent can’t do it either. Run it in draft mode for a month, meaning it suggests actions and you approve them.
But where does your agent live?
You probably own some of the tools already. The AI built into Google Workspace, Microsoft 365 or your CRM now has the capacity to run agents. Claude and ChatGPT have features to set up agents and can connect to email, calendars and other apps.
What agents don’t do
Agents don’t replace relationships. A customer who calls wants to speak to a human. Where AI is in action, make it clear it’s AI. Agents handle repeated and documented processes well.
They don’t handle upset customers, judgment calls and anything you can’t undo well, so keep a person in the loop there.
If you would like more information on setting up your first agent, reach out on fungai@owwtreach.com.
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