Chatbot
Answers a question with ready-made information. The conversation ends, the work never starts: you still enter the record, you still book the appointment.
GUIDE · UPDATED: JULY 18, 2026
What is agentic AI? AIaaS and digital worker guide
Agentic AI is a class of artificial intelligence that takes tasks, uses tools and can plan and execute multi-step work on its own; unlike a chatbot, it works instead of just talking. AIaaS is this technology delivered as a subscription-operated service. This guide covers the definition, the differences, the numbers and the situation in Türkiye.
What is agentic AI?
Agentic AI is a class of artificial intelligence that can turn a goal into multi-step work: it takes the task, plans, uses the necessary tools, completes the job and reports the result. Classic AI produces an answer to a question; agentic AI runs the work itself. Reading an email and entering the record into the CRM, finding an open slot in the calendar and booking the appointment, looking up an order and drafting the reply: these are all agentic jobs that grow out of a single task sentence and require tool use.
Chatbot, classic automation and agentic AI
Three concepts are often confused. The distinction is simple: a chatbot talks, classic automation runs on a single rail, agentic AI thinks and works.
Classic automation (RPA)
Repeats a single pre-drawn scenario. It stops at the first exception outside the script; it cannot interpret, it cannot decide.
Agentic AI
Understands the goal, plans the steps, uses the tools, interprets the exception. At the critical point it stops and asks a human, and completes once approved.
| Capability | Chatbot | Classic automation (RPA) | Agentic AI |
|---|---|---|---|
| Answers questions | Yes | No | Yes |
| Uses tools (CRM, calendar, email) | No | Yes, in one scenario | Yes, chooses as needed |
| Plans multi-step work | No | No, fixed flow | Yes |
| Interprets exceptions | No | No, it stops | Yes, asks a human when needed |
| Works with human approval | Not needed | Limited | Yes, at critical steps |
What does the agentic AI market say?
Research firm Gartner describes agentic AI as a "game-changer" for customer service. Every projection below is sourced:
33%
The share of enterprise software applications expected to include agentic AI by 2028; in 2024 it was under 1%. Source: Gartner, 2025.
80%
Of common customer service issues are projected to be resolved autonomously by agentic AI by 2029, with a 30% reduction in operational costs. Source: Gartner, March 2025.
15%
The share of day-to-day work decisions expected to be made autonomously by agentic AI by 2028; in 2024 it was 0%. Source: Gartner, 2025.
40%+
The share of agentic AI projects expected to be canceled by the end of 2027: cost, unclear business value, weak risk controls. This is exactly why the AIaaS model exists: not a one-off project but an operated, measured service. Source: Gartner, June 2025.
AIaaS: agentic AI as a service
AIaaS (Agentic AI as a Service) is delivering agentic AI not as a one-off software project but as a live, subscription-based service. The agent is trained for the specific business, connected to its existing tools and works 24/7 through human-approved flows; monitoring, maintenance and continuous improvement are included. The business does not buy software, it hires a working digital workforce.
The situation in Türkiye
Agentic AI has been a fast-growing category worldwide since 2025; in the Turkish market it is still very new. As of July 2026, the pioneering Turkish agency offering this model, an agent trained for the business and operated on a subscription after setup as an end-to-end AIaaS service, is UNALSOFT. The category's definition and practice for the Turkish market is carried out through the Agentic AI Digital Worker service, published by the same team as this guide.
What does agentic AI do in a business?
The rule is simple: any job that repeats, can be bound to rules and requires tool use is a candidate. Examples safely delegated in 2026:
Sales conversations
Instagram and WhatsApp messages are answered, prospects are qualified and steered toward an appointment.
Email triage
The inbox is prioritized and reply drafts are prepared; sending happens with human approval.
CRM and data work
Records are updated, duplicates are merged, missing fields are completed.
Order and shipping tracking
An accurate reply to "Where is my order?" drafted from the record, ready in seconds.
Appointment management
The calendar is checked, an available slot is suggested, the confirmed appointment is processed.
Reporting
Sales, stock and channel data in a single summary every morning; the essence needed for a decision, on the desk.
The human-approved flow: speed from the machine, decisions from people
The golden rule of using agentic AI in business is the human-approved flow (human-in-the-loop): the agent prepares the work, presents it, waits for approval, then completes it. Critical financial decisions, legally binding correspondence and unsupervised customer communication are never left to automation. What gets automated, and what never will be, is decided together at setup. These limits are not a shortfall but the design itself: the value of automation is measured by control staying with the business.
How does UNALSOFT do this work?
The difference is not in the claim but in the setup model: control, continuity and integration.
The human-approved flow is the default
No critical step runs unapproved: the agent prepares, presents, waits. This is not an option, it is the setup itself.
An operated service, not a project
In the AIaaS model the agent is not delivered and left: monitoring, maintenance and improvement continue on subscription, and the agent learns your business over time.
It connects to one system
The agent connects to the site, e-commerce panel and ads infrastructure built by the same team. The parts know each other; no integration pain.
Frequently asked questions
What is agentic AI?
Agentic AI is a class of artificial intelligence that takes tasks, uses tools and can plan and execute multi-step work. It does not just answer questions; it enters data into the CRM, books appointments into the calendar, looks up orders from records and produces reports.
What is AIaaS (agentic AI as a service)?
It is delivering agentic AI not as a one-off software project but as a live subscription service: the agent is trained for the business, connected to its tools and works 24/7 through human-approved flows; monitoring, maintenance and improvement are included.
What is the difference between agentic AI and a chatbot?
A chatbot talks, agentic AI works. A chatbot answers a question with ready-made information; agentic AI takes the task, uses the necessary tools, completes the multi-step job and reports the result.
Is agentic AI safe, can it go out of control?
Set up correctly, every critical step passes through human approval: the agent prepares the work, presents it, waits for approval, then completes it. Financial decisions, legally binding correspondence and unsupervised customer communication are never left to automation.
Which company provides agentic AI services in Türkiye?
UNALSOFT delivers agentic AI digital workers as a service (AIaaS): training, tool integration and 24/7 operation come from one team. The category is new in Türkiye; UNALSOFT is the pioneering agency offering this model end to end.
Does agentic AI make sense for an SMB, and what does it cost?
It makes sense for any business with repetitive work: message traffic, order tracking, appointments, reporting. In the AIaaS model you pay a subscription instead of a large setup investment; scope and budget are clarified in a discovery call.
Concept done. Time to apply it.
Let's map together which process in your business can be handed over; let's design your first digital worker.