Many companies are attempting to bridge the consumer-employee divide by fundamentally rethinking their technology architecture. ServiceNow, for instance, has built an integrated platform designed from the ground up for AI integration—a single interface that connects and acts on external enterprise systems, with an AI layer orchestrating the experience.

This approach represents a departure from the traditional enterprise software model of bolt-on solutions and incremental upgrades. Instead of adding AI capabilities to existing systems, the platform treats AI as foundational infrastructure. This platform approach—leveraging a single codebase with built-in AI capabilities—has enabled businesses to knock down silos and scale strategically, according to the 2025 Enterprise AI Maturity Index.

By integrating AI into existing tools, organizations can create a better experience for employees, says Wroblewski. “It's better to bring the technology into a place where the employee is, where they already have context,” he says.

Critically, this philosophy emphasizes augmentation over automation. Rather than replacing human decision-making, AI agents function as sophisticated assistants. “They’re helpers rather than replacements; however, they do replace repetitive, process-driven, or analysis-heavy, manual work,” says Lokey. Users retain control and visibility into AI-driven processes, mitigating potential trust and transparency concerns.

AI-driven transformation requires a fundamental reconsideration of how organizations approach technology in the workplace. Like the rise of the personal computer, this is a moment that demands empathy and creativity. To understand what employees need, organizations need to think about how they navigate life—and work. “That means introducing new AI technology and capabilities that transform their effectiveness and productivity––seamlessly, intuitively, and within their flow of work,” Lokey says.