What is the difference between automation workflow and AI agent?

The key difference between an automation workflow and an AI agent lies in their structure and autonomy.Automation workflow is a structured and predefined sequence of steps designed to handle specific, usually repetitive tasks. These workflows follow explicit rules laid out by a developer: "if X happens, then do Y." Workflows are predictable, linear, and operate within fixed boundaries without deviation. They are excellent for consistent, well-mapped processes where control and reliability are priorities.AI agent, on the other hand, is an autonomous system that is goal-oriented and capable of making decisions independently. Instead of following a fixed sequence, AI agents analyze their environment, plan their own steps to reach goals, adapt to new information, and handle complex or unforeseen situations dynamically. They choose their own actions, can learn over time, and operate flexibly with minimal human intervention.

Who is behind Easy8.ai?

Easy8.ai is backed by Easy Software company, a European company with 15+ years of experience in project and work management. We leverage our proven track record of serving 1,000+ clients and deep expertise in business processes, integrations, and enterprise solutions to deliver AI agent and automation consulting services.

News

Webinar recording: AI agent for customer support

10/31/2025

2 minutes

Veronika Galíková

AI-driven workflows are not just for early adopters anymore—they’re now essential to remain competitive, efficient, and client-focused, especially in the field of customer support. Watch the webinar recording to stay updated!

Table of contents

The barriers to effective customer support
Smarter workflows with AI agents by Easy8
Find your AI adoption stage

TL;DR

AI agents by Easy8 transform customer support by automating responses, speeding up resolutions, and boosting SLA compliance and feedback quality.

The barriers to effective customer support

Support teams often struggle with chaotic ticket intake, missed SLAs, and uneven workload distribution due to manual processes. Agents waste time searching for past solutions, face delays in escalating complex issues, and duplicate work during major incidents.

Knowledge from resolved tickets is rarely captured, leading to repeated effort and lost insights. Managers lack real-time visibility across tools, and client feedback is often sparse or disconnected.

These pain points not only slow down support operations but also limit team efficiency, collaboration, and service quality. How to overcome them? Watch the webinar recording to get all the answers!

Smarter workflows with AI agents by Easy8

In the webinar recording,

1. Intelligent ticket intake and assignment: AI handles ticket assignment automatically, factoring in agent availability and workload, while sending instant alerts via Microsoft Teams. This simple automation raised first-response SLA compliance from 93% to 98%.

2. AI-powered support resolution: HelpDesk Assistant drafts responses using internal documentation and past tickets, with built-in translation support. This enables faster, more consistent replies without agents having to search manually.

3. Streamlined escalation and bug reporting: AI agents compile ticket data into structured bug reports and assign them to the right project automatically. Customisable automation buttons let teams trigger additional workflows in one click.

4. Knowledge capture from resolved tickets: AI auto-generates clear closure summaries and knowledge base articles, turning each resolution into structured, searchable insight that trains the AI to resolve future issues faster.

5. Higher client feedback engagement: AI sends personalised, multilingual feedback emails with resolution summaries. This raised response rates from 3–4% to over 15%, giving teams clearer input to improve service.

Find your AI adoption stage

In the webinar recording, Jakub also mentioned the benefit of real-time executive insights. Dashboards powered by AI combine data from SLA tools, satisfaction surveys, and chat logs, giving managers strategic clarity without needing to dig through multiple systems.

Fill out our quick form to discover which phase of AI adoption your company is in—and what steps you can take to unlock the next level.

AI HelpDesk

Frequently asked questions

The key difference between an automation workflow and an AI agent lies in their structure and autonomy.

Automation workflow is a structured and predefined sequence of steps designed to handle specific, usually repetitive tasks. These workflows follow explicit rules laid out by a developer: "if X happens, then do Y." Workflows are predictable, linear, and operate within fixed boundaries without deviation. They are excellent for consistent, well-mapped processes where control and reliability are priorities.
AI agent, on the other hand, is an autonomous system that is goal-oriented and capable of making decisions independently. Instead of following a fixed sequence, AI agents analyze their environment, plan their own steps to reach goals, adapt to new information, and handle complex or unforeseen situations dynamically. They choose their own actions, can learn over time, and operate flexibly with minimal human intervention.

n8n AI agents are autonomous, intelligent workflows that leverage large language models (LLMs) and integrated tools to perform complex tasks without predefined, rigid rules.

They act as decision-making entities within n8n, capable of interpreting user intents, planning multi-step actions, and executing them through connected services and APIs. By embedding AI Agent nodes, n8n enables developers and non-developers alike to create adaptive systems that can, for instance, analyze data, generate content, manage appointments, and perform autonomous research.

These agents extend n8n’s traditional workflow automation by introducing reasoning engines, tool integrations, memory management, and real-time decision-making.

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Webinar recording: Smarter service management with ITSM tools

What happens when HelpDesk, Knowledge Base, and Easy AI work together? Watch the webinar recording to see how Easy Redmine brings these three tools into one intelligent flow that saves time, improves accuracy and keeps your support teams ahead.

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Easy AI helps your organisation with AI adoption

AI is no longer a future trend—it’s a necessity for every organisation aiming to stay competitive. Keep reading to find out how global enterprises adopt AI—and how Easy AI is already transforming project management to help your company reach the next stage of AI maturity.

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