The confusion is understandable. With OpenAI, Google, Salesforce, and Microsoft each offering different (and often conflicting) definitions, the term “agent” has become a catch-all and, increasingly, a buzzword. Some say agents are LLMs with tools. Others describe them as autonomous apps. Some blur the line between agents and assistants entirely.

A recent TechCrunch article highlights a growing issue in the AI world: no one can agree on what an AI agent actually is.

At Syllable, we think it’s time to clear things up - not just with definitions, but with tangible, working technology.

Our Definition: Agents That Do Things, Not Just Say Things

At Syllable, we define an AI agent as:

That means:

• It’s goal-driven, not just a passive chatbot.

• It can be deployed across real channels like phone, SMS, email, and chat.

• It connects to real systems (like your EHR, CRM, or ticketing platform).

• It can use tools to fetch data, take actions, transfer calls, schedule appointments, or escalate issues - just like a human agent would.

This isn’t a vague concept or a marketing term. It’s working software that businesses use today.

Why the Confusion Exists - and Why It Doesn’t Have to

The TechCrunch article rightly points out that the industry’s obsession with “agentic” systems has led to diluted meaning. But that’s not a flaw of agents - it’s a failure of clarity.

Syllable takes the opposite approach. We’re building tools that do not require you to decode jargon. You log in, define what you want the agent to do, connect the right tools, and deploy. It’s that simple.

Agents That Talk on the Phone - and Get Work Done

One of our core use cases? Voice-based agents that answer real phone calls and handle customer interactions.

Want an agent to:

• Answer calls for your medical practice?

• Schedule, reschedule, or cancel appointments?

• Handle prescription refill workflows?

• Escalate to live staff only when needed?

You can build that in Syllable, without wondering whether it’s a “reflex agent,” “utility-based agent,” or “LLM-powered assistant.” You just call it what it is: your digital agent.

A Call for Simplicity (and Reality)

We agree with TechCrunch on this: the agent space is muddy right now. But it doesn’t have to be.

At Syllable, we believe in:

• Transparent architecture: You see exactly what your agent is doing.

• Multi-modal flexibility: Voice, SMS, email, chat - it’s all connected.

• Real-world utility: Every agent solves a specific problem. No fluff.

So if you’re wondering what an AI agent actually is - stop reading the hype, and start building! You can try it today with a real phone number and a voice agent that actually talks back.

🔗 Ready to Build a Real AI Agent?

Try the Syllable Agent Platform and experience what an agent is supposed to be.