Why a Unified AI Experience is Crucial

It feels like every SaaS platform today either has an AI agent or is rushing to release one. This shift in the market presents a challenge for IT leaders: how do you best consolidate these capabilities into a single, cohesive experience that is best for your users.

Without a proper strategy, organizations risk creating a fragmented web of tool specific agents forcing users to bounce between different AI assistants depending on the platform.

Look at it this way, even the greatest AI agent built into an IT automation tool won’t help when a user needs to ask an HR policy question. Without a singular unified entry point, the end-user experience quickly breaks down. Instead of streamlining processing and making users more productive, AI agents just become another hoop to jump through.

Most organizations lack a centralized AI strategy, which contributes to the unchecked expanse of AI agents within their environment. This approach will inevitably lead to multiple AI agents across various platforms, each with its own scope, tone, and function. It’s not only inefficient but will lead to frustration as employees are forced to interact with numerous AI agents and experiences.

The Problem: Fragmented AI

Imagine an employee needing help with three different tasks:

• Resetting a password
• Checking PTO balance
• Troubleshooting a server issue

If those tasks each require a separate AI assistant within different platforms, users quickly feel overwhelmed. That’s the risk of a non-unified AI experience; it limits productivity and degrades the user experience.

The Solution: One Experience, Leveraging Many Agents

The answer lies in consolidation, centralizing the user experience and abstract the AI agents behind the scenes. We believe in offering users one entry point—a singular conversational interface that routes queries to the right AI agent behind the scenes.

One of the best models so far is ServiceNow’s Control Tower. Instead of building one agent to do it all, ServiceNow acts as the switchboard, directing traffic to the best-suited agent, whether internal or third-party.  This maintains a seamless user experience while still benefiting from specialized tools.

Start preparing for:

• A single AI entry point for all users
• Back-end integration with multiple agents and tools
• A consolidated experience that puts users first and avoids AI fatigue

Bottom-line:

We’ve seen this pattern before—remember the early internet, when we had Excite, Lycos, AltaVista, Yahoo, and dozens of search engines? Eventually, there was consolidation and focus. AI is entering a similar cycle, we are in the entropy phase now, but consolidation is coming.

Our belief is that platforms like ServiceNow are well-positioned to lead the consolidation and help businesses avoid being overwhelmed by fragmented AI agents.

If you’re curious about how we’re enabling this shift across our clients, I am happy to discuss.

Corey