AI agents were considered harmless sometime ago. They did what they were supposed to do: write snippets of code, answer questions, and help users in doing things faster.
Then business started expecting more.
Slowly, companies started using organizational agents over personal copilots- agents integrated into customer support, HR, IT, engineering, and operations. These agents didn’t just suggest, but started acting- touching real systems, changing configurations, and moving real data:
- A support agent that gets customer data from CRM, triggers backend fixes, updates tickets, and checks bills.
- An HR agent who overlooks access throughout VPNs, IAM, SaaS apps.
- A change management agent that processes requests, logs actions in ServiceNow, updates production configurations and Confluence.
- These AI agents automate oversight and control, and have become core of companies’ operational infrastructure
Work of AI agents
Organizational agents are made to work across many resources, supporting various roles, multiple users, and workflows via a single implement. Instead of getting linked with an individual user, these business agents work as shared resources that cater to requests, and automate work of across systems for many users.
To work effectively, the AI agents depend on shared accounts, OAuth grants, and API
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