Pivoting AI-enabled integration to what customers really want

For software solution providers in the SaaS space, the journey towards artificial intelligence integration has become increasingly complex. Many organisations have invested heavily in building their own branded AI experiences—co-pilots, assistants, and intelligent features designed to showcase their deep industry expertise. However, a quiet revolution is taking place in how AI agents interact with services, and it’s forcing even the most API-mature companies to reconsider their strategic priorities.