In a customer service context, different types of agents include inbound agents (who handle incoming customer calls), outbound agents (who make calls to customers), sales agents, support agents and live chat agents, sometimes called digital agents. There are also automated agents, like chatbots or IVR systems.
Outside the contact center, an agent is anyone who works directly with customers. Loan officers, insurance brokers, patient advocates and other front-office employees are examples of agents and have the same needs for information and automation.