Layer 2 — AI Agents · Chapter 3
Major Types of Agents
Agents can be classified by the environment in which they work and the kind of responsibility they assume.
| Agent type | Typical work | Main challenge |
|---|---|---|
| Research agents | Search, compare sources, summarize evidence, and prepare reports | Source quality and factual verification |
| Software agents | Write, test, debug, and deploy code | Repository context and safe execution |
| Operations agents | Update records, route work, coordinate vendors, and monitor exceptions | Integration with legacy systems |
| Customer-service agents | Answer questions, resolve cases, issue credits, and escalate disputes | Policy compliance and customer trust |
| Personal agents | Schedule, shop, organize information, and manage communications | Privacy, identity, and permission |
| Robotic agents | Navigate and manipulate the physical world | Safety and unpredictable environments |
Horizontal and vertical agents
A horizontal agent works across many industries, such as a general coding or research agent. A vertical agent is designed around one profession or workflow, such as insurance claims, freight dispatch, or medical billing.
Copilots versus autonomous agents
Copilots remain under direct human control. Autonomous agents are responsible for completing more of the workflow. Many businesses will move gradually from copilots to bounded autonomy rather than making a single leap.