Khosla Ventures-backed Atomicwork rolls out Universal Agent

Enterprise AI startup Atomicworkhas launched Universal Agent, its latest multimodal AI solution offering context-aware support across enterprise applications and devices. 

The agent offers voice-enabled video support, aiming to cut ticket volumes by 60% for enterprise service teams, including IT, HR, business operations, and finance, and improve end-user satisfaction by 25%, the company said in a statement.

The platform integrates into employee workflows across business applications and collaboration platforms such as Microsoft Teams, Slack, and email.

“Legacy ITSM was built for managing tickets. Atomicwork is built to eliminate them. 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,” said Vijay Rayapati, Co-founder and CEO of Atomicwork. 

Unlike traditional ITSM (IT service management) tools require manual ticket creation or emails, Universal Agent proactively supports users through their preferred communication channels, offering instant assistance with Voice AI, Vision AI, and Work AI, the company said.

While Voice AI provides conversational guidance for instant issue resolution, Vision AI utilises real-time video and screen sharing to quickly diagnose complex IT problems. Work AI offers browser agents that automate end-to-end business processes, boosting productivity and enabling employee self-service.

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Early adopters have claimed to have reported a nearly 60% decrease in complex ticket volumes, over 80% faster resolution times, and more than 25% improvement 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,” she added. 

In January, the San Francisco- and Bengaluru-based firm raised $25 million in a Series A funding round led by Khosla Ventures and Z47, with participation from Battery Ventures, Blume Ventures, and Peak XV Partners. 

Atomicwork was founded in September 2022 by three seasoned SaaS experts Vijay Rayapati, Kiran Darisi, and Parsuram Vijayasankar. Rayapati previously founded Minjar, which was acquired in 2018 by Nutanix, where he served as VP and GM. Darisi and Vijayasankar played pivotal roles as part of the founding team at Freshworks, contributing to its growth from a startup to a publicly traded company.