An AI agent needs to do more than generate text. It needs to read from and write to the systems a business runs on. Integrations are the pre-built or custom connections that make this possible: pulling customer data from a CRM, updating records in an ERP, querying a ticketing system, sending notifications through a communication platform.
A customer support agent that integrates with the CRM, the order management system, and the communication platform can handle a complete customer interaction in a single automated flow. Without those integrations, it can only generate text about what should happen — it cannot actually make anything happen.
