AI agents in SMEs: where they help – and where not
A sober look at use cases, limits and getting started.
What is an AI agent?
An AI agent is a program that understands requests in plain language, uses defined tools and handles clearly bounded tasks. Unlike a simple chatbot it can trigger actions, such as entering an appointment.
Where they are suitable
Suitable are tasks that occur often, follow clear rules and where mistakes can be caught before they take effect:
- Pre-sort calls and emails
- Answer standard questions
- Coordinate appointments
- Prepare reports
Where caution is needed
For decisions about people (e.g. applications), legally binding commitments and sensitive data you need clear limits and human approval.
Disclosure and privacy
Anyone who lets customers interact with AI systems should say so. The EU AI Act provides transparency obligations in Art. 50. GDPR questions (legal basis, data processing agreements, deletion periods) also belong on the table early.
How to get started
Pick one concrete task, start with a pilot of a few weeks and evaluate together. Expand only once it proves itself.
Note: this article is general information and not legal or tax advice.
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