AI Agents look like bots, but do so much more
Blog post from Basis Theory
AI agents are goal-oriented software systems that use AI to reason autonomously, gather information, ask clarifying questions, adapt to user preferences, and potentially complete tasks such as purchasing travel and updating calendars when granted account access. Unlike chatbots, which primarily provide conversational access to information, or conventional bots, which follow fixed scripts to repeatedly execute narrow tasks, agents can evaluate alternatives and change their approach to achieve broader user goals. Although AI agents may overcome protections such as CAPTCHAs and introduce new fraud or security risks, they can also improve consumer services when used with authorization. Merchants are encouraged to prepare by verifying customers’ consent for agent-led payments, creating dedicated transaction channels, strengthening fraud detection and payment decisioning, and developing policies that balance purchase reversals with chargeback protection.
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