Introducing Atomicwork’s Universal Agent

In our everyday lives, we've grown accustomed to intelligent assistants like Alexa and Siri, systems that intuitively understand our needs and streamline everyday tasks.

In the workplace, however, the experience is far more fragmented and frustrating. You hit a snag with an application or need access to a service, and suddenly you’re down a rabbit hole - digging through portals, filing a ticket, describing the issue, and waiting in a queue for IT teams to respond and assist.  

This disconnect in experience is exactly what we set out to fix.  

Today, I’m excited to share Atomicwork’s Universal Agent - multimodal, context-aware AI that works across your enterprise to deliver real-time, proactive support right when and where it’s needed, and in a mode you prefer.

Atomicwork has the ease and intuitiveness of Alexa and Siri, but with the enterprise-grade control, security, and power your business needs.

Voice, vision, and velocity: What end-user support should look like today

The Universal Agent removes the need for manual ticketing processes and eliminates the friction of traditional ITSM and ESM tools, making it easy for enterprises to deliver seamless, proactive support to end-users.  

With the launch of the Universal Agent, enterprises can now deliver delight through:

• Voice and Vision AI - With natural, conversational intelligence and support for video and screen sharing, users can get real-time, step-by-step guidance, even for complex issues. Whether it’s fixing a slow laptop, creating a new purchase order, or walking someone through installing Microsoft Intune, support is always a conversation away, delivered to adapt to their pace and preferred mode of communication. ‍
• Work AI - With browser agents that execute end-to-end business processes, enterprises can improve productivity across the board and enable self-service at scale. A salesperson preparing for a client meeting can trigger a sales briefing doc with one click - pulling relevant updates from Salesforce, Zendesk and recent email threads, so they’re ready to go in seconds.

Users don’t need to remember the right portal or channel; help finds them where they are.

The Universal Agent lives in the browser and across devices, offering truly ambient support wherever work happens. With real-time, context-aware responses, employees can resolve issues instantly - no more waiting for triage, no more tracking down the status of tickets.

How different enterprise teams can use the Universal Agent

To show how the Universal Agent delivers instant, in-the-flow support across teams, we had our Atoms put Atom to the test!

Watching our teams use it seamlessly across different tools and workflows was truly mind-blowing.

• Vandana Rao, our Head of Customer Growth, used Atom to create an internal shared calendar for customer events.
• Atom helped Raghav Viswanathan from our Solution Engineering team troubleshoot how to mirror his iPhone on a bigger screen for a demo, without bugging the IT support team.
• Atom simplified navigating TestSigma use cases for our Quality Assurance specialist, Manav Malhotra.
• Vijay Rayapati, our CEO, put Atom to the test with a Zoom microphone issue while our Account Executive Nishant Jain summoned Atom to change a default Slack setting.
• Chinnappa Reddy from our product team used Atom to find his way around performance reviews on Rippling rather than reaching out to the HR team.
• Our CTO, Kiran Darisi, got Atom to review his Google Chrome security settings.
• Sumeet Kumar, Head of Global Accounts and Strategic Sales, sought Atom's help to complete a task on LinkedIn's SalesNavigator.
• Refining marketing collaterals got a whole lot easier for our product marketing lead, Aishwarya Hariharan.
• Our Chief Product Officer, Parsuram Vijayashankar, took Atom's quick help for Figma tasks.
• My colleague, Gautham Menon, used Atom to find a specific API key on the Zendesk portal while I called our Universal Agent to help sort out a Jira configuration issue.

Real usage always surprises you. No matter how carefully we planned for specific use cases, our teams found creative ways to use the Universal Agent that we hadn’t fully anticipated. Early insights from them helped shape our product better.

We also observed how different teams, from GTM to Engineering, needed slightly different types of help, underscoring the need to build flexible and extensible systems.

Enterprise-grade under the hood

While the Universal Agent delivers a seamless, consumer-grade experience for users, it is designed with enterprise needs at its core:

• Granular AI controls for organizational customization, personalization, and security ‍
• Audience segmentation to ensure every response is relevant and context-aware ‍
• Audit logs and observability to give IT teams full visibility and control ‍
• Built-in data privacy and compliance to meet enterprise-grade standards from day one

The Universal Agent redefines employee support - not as a traditional helpdesk interaction, but as an intelligent, always-on solution that operates across every touchpoint in your business.

If you’d like to see it in action right away, we’d love to show you. Book a demo with our team.