This first-of-its-kind Universal Agent eliminates manual work with Voice and Vision AI to make end-users and IT teams 10x more productive
Atomicwork has officially launched its Universal Agent, a groundbreaking multimodal AI solution designed to deliver proactive, context-aware support across enterprise applications and devices. With voice-enabled and video-assisted support, the Universal Agent significantly reduces support ticket volume by up to 60%, while improving end-user satisfaction by 25% for enterprise functions including IT, HR, Business Operations, and Finance.
Built to work where employees work, Atomicwork integrates natively across business tools and collaboration platforms such as Microsoft Teams, Slack, and Email, as well as within browsers and desktop environments. This allows employees to receive instant support within their existing workflows—eliminating the need for traditional ticketing systems and outdated service management portals.
“Legacy ITSM was built for managing tickets. Atomicwork is built to eliminate them,” said Vijay Rayapati, co-founder and CEO of Atomicwork. “With Universal AI at the core, we’re moving from systems of record to systems that act. Context-aware, conversational, and cross-platform in the flow of work – this is how enterprise service delivery should work in an AI-first world.”
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Intelligent, Ambient Support That Meets Users Where They Are
Unlike conventional ITSM platforms that rely on users to manually raise issues or describe problems in emails and web portals, the Atomicwork Universal Agent anticipates user needs and interacts in the mode and channel they prefer. Key capabilities include:
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Voice AI – Enables natural, conversational interactions, offering step-by-step guidance and instant problem resolution.
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Vision AI – Provides real-time video and screen sharing support, helping teams troubleshoot complex technical issues faster and with fewer handoffs.
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Work AI – Empowers browser-based agents to automate end-to-end business processes, promoting self-service and boosting enterprise-wide productivity.
“Atomicwork is fundamentally reshaping our digital workplace strategy. It enables us to deliver intelligent support at scale – without forcing employees to navigate multiple systems or complex interfaces. This shift from reactive ticketing to proactive support through agentic AI is not just enhancing user experience, it’s driving operational efficiency across our business,” said Karthik Chakkarapani, CIO of Zuora, an Atomicwork customer.
Proven Impact Across Early Deployments
Organizations that have deployed Universal Agent during early access have already reported significant benefits, including a 60% decrease in ticket volumes for complex issues, over 80% faster resolution times, and a 25%+ uplift in employee satisfaction scores.
“We built the Universal Agent to bring the ease and experience of Alexa and Siri to the workplace, with the power and controls that enterprises expect,” said Aparna Chugh, Head of Product at Atomicwork. “Whether it’s fixing your Mac issues, creating a purchase order, or researching a sales prospect – it works across your business apps, understands intent, and gets work done. It’s the AI teammate every employee has been waiting for from their IT team.”
Atomicwork’s Universal Agent is now available for enterprises looking to transform their service delivery model from reactive to intelligent, personalized, and always-on.
