The next generation of software may lack traditional user interfaces. Instead, they will be 'API-first' or 'agent-first,' integrating directly into existing workflows like Slack or email. Software will increasingly 'visit the user' rather than requiring the user to visit a dashboard.

For companies building AI agents, the key indicator of a successful customer engagement is the availability of well-documented APIs. These APIs are essential for the agent to take action and look up data, which directly enables a superior, elevated experience from day one.

Sierra's "Ghostwriter" product embodies the shift away from traditional web applications. Instead of clicking through menus, business leaders can use natural language to create customer service agents. This empowers non-technical users to build sophisticated workflows, signaling that the era of web forms for enterprise software is ending.

The founder of AI design tool Moda discovered an immediate, high demand for an API. This signals a major shift in user behavior: even for consumer-facing creative tools, users now expect to chain products together into complex, automated workflows from launch, altering product roadmaps.

The end state for enterprise AI is a unified, conversational agent serving as the primary interface for a brand. This "digital concierge" will handle sales, support, and other interactions, potentially replacing websites and mobile apps as the main customer touchpoint.

As users increasingly rely on AI agents, traditional graphical user interfaces will become obsolete. SaaS products must evolve to offer conversational interfaces that other agents can interact with directly. The primary user will shift from a human clicking buttons to another AI sending messages.

As both consumers and companies adopt personal AI agents, many transactions will occur directly between these bots without human involvement. This disintermediates the customer from the company, fundamentally changing the nature of CX and requiring new ways to measure success and reinforce brand value in a fully automated interaction.

A company was ready to churn from its dated events platform, Bizabo, but stayed because its API was functional enough for their AI agents to build a modern front-end. This shows that in the AI era, API accessibility for agents is a critical retention driver, potentially more important than the core UI.

The primary interface for services is shifting from websites to conversational AI agents. Users form personal preferences and history with their chosen AI (e.g., ChatGPT) and will expect to perform tasks like opening a bank account through that trusted agent, forcing companies to create a great "Agent Experience."