The word agent can describe anything from a guided chatbot to software that takes multiple actions across systems. That ambiguity is risky in healthcare, where a user may assume more authority or reliability than the tool actually has.
What practices should take from this
Write a one-page job description: allowed tasks, prohibited tasks, data access, approval points, escalation triggers, operating hours, fallback and owner. Give the patient-facing version plain language.
Then monitor the work as you would a new process. Review samples, failed actions, transfers, complaints and unexpected requests. Update the scope when real use reveals edge cases.
A well-bounded agent can return capacity. An undefined agent merely automates uncertainty.