Building the Universal Agent: From Vision to Reality

We just launched the Universal Agent—Atomicwork's AI Assistant that employees can use in their flow of work—right inside the browser, Slack, Teams, email, and more. This is more than just a feature launch; we're rethinking how IT support should work. The Universal Agent sees your screen, hears your voice, and understands on-screen context to take action, eliminating the need for tickets or manual troubleshooting. But what does it really take to move from a reactive help desk to proactive, multimodal AI support? In this session, we’ll walk through the decisions, trade-offs, and breakthroughs that shaped the Universal Agent directly from our engineers. What worked, what didn’t, and what we learned along the way. Tune in!