Introducing our very own Universal Agent

Hello readers, 

There’s a reason Siri and Alexa found a place in our personal lives: they understand our voice, our preferences, and most importantly, they are ridiculously easy to use. They are also annoying at times and misfire.  

What about the enterprise life? 

The moment an employee needs something or seeks help, whether it’s VPN access or an application error, the experience collapses into frustration: logging into portals, filling out forms, explaining issues, waiting in queues. 

It’s been a broken experience for a long time, and we are determined to fix it. 

Last week, at Atomicwork, we launched the Universal Agent — the first of its kind for enterprise support that I'm incredibly proud about. This finally bridges the gap between intuitive employee experiences and the enterprise’s complexity. 

The Universal Agent redefines the future of IT support by providing intelligent, real-time help to end users with context and in the flow of work, empowering both employees and IT teams to be more productive. 

Not too long ago, we showcased the product to a group of CIOs and investors and let’s just say, it turned more than a few heads. 😊 

 “Built for the way people and AI agents co-work — not the way traditional systems work” 

What is a Universal agent? 

The Universal Agent brings real-time, multimodal, context-aware support wherever employees work - Slack, Teams, email, or right inside the browser! 

It’s powered by three core pillars: 

• Voice AI – Employees can simply speak to Atom and get step-by-step help, without switching context.  
• Vision AI – Through secure screen sharing, Atom sees the issue and walks the user through the fix interactively.  
• Work AI – Atom triggers workflows, pulls data from tools like Salesforce, ADP, SAP and more, and executes tasks without manual intervention. 

Now what does this mean for end users in enterprises? 

Users no longer have to navigate clunky portals, repeat themselves in explaining issues, or spend time waiting for responses.  

They can get help in real-time so that they can get on with the work.  

“Support comes to the user, not the other way around” 

How enterprises win with the Universal Agent 

To see the impact of the Universal Agent, we asked our own teams to put Atom to the test. 

Watching them use it seamlessly across teams, tools and workflows was eye-opening - and honestly, kind of mind-blowing. 

Here’s just a glimpse of what we saw: 

Raghav Viswanathan , from Solution Engineering, mirrored his iPhone to a larger screen for a live demo—all guided by Atom.  

Vandana Rao created a shared calendar for customer events, Vijay Rayapati solved a Zoom mic issue, and Sumeet Kumar completed a SalesNavigator workflow—all with Atom, and all without breaking stride. 

One universal agent, working across every function. 

“Don’t give an employee the portal, give them the universal agent” 

What’s behind the Universal Agent? 

A lot of governance and security controls were built into the Universal Agent to make it enterprise ready. Let’s examine some of them:  

• Granular AI controls for security, personalization, and policy enforcement  
• Audience segmentation for context-aware, relevant responses  
• Audit logs and full observability for IT oversight  
• Privacy and compliance baked in from day one 

“Built-in AI with transparency, not a Bolt-on AI for complexity” 

If you want to know more about the decisions and deep thinking that went into making the Universal Agent enterprise-ready, we’re hosting an exclusive webinar with our AI engineers who built the agent.  

Use this link to register for the session. 

Why this matters now 

As a former CIO, I always asked three questions before embracing any innovation: 

• Does it improve the employee experience measurably?  
• Does it simplify and unify support, not fragment it further?  
• Does it protect our enterprise’s security, compliance, and governance needs? 

The Universal Agent answers all three!

This isn’t just a new servicing tool. It’s a redefinition of IT service itself. Redefining the service experience—proactive, ambient, intelligent. 

And for once, it feels like the future has finally caught up with enterprise needs and how employees expect technology to work. 

It’s a big moment for us—and I’d love to show you what we’ve built. 

This week, I’m in Las Vegas for the M365 Conference, if you’re here too, come find me.

I’d love to show you the Universal Agent in action and hear what you think. We’re set up and ready to go. My team and I are at Booth #408.  

Later this month, I’ll also be at SITS and SupportWorld Live, sharing how the Universal Agent is changing the way enterprises think about support. If you’re planning to attend, consider this a heads-up. I’d love to connect. 

Before I wrap up, I have to share a moment that meant a lot to our team. 

Satya Nadella gave Atomicwork a shoutout for the work we’re doing with AI agents in the enterprise during Microsoft's recent earnings call. 

To say we were thrilled would be an understatement. When the CEO of Microsoft calls out your vision...it’s a moment. 

And for us, it’s just the beginning. 

Hope to see you soon. 

Until next time,

Lenin 

Chief Business Officer, Atomicwork 

Former CIO 

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