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Service-as-a-Software: Prepare for AI agents
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Since the rise of SaaS, we have become accustomed to software that revolves around the user: intuitive interfaces, self-service dashboards, and workflows that put people at the center. But those who pay close attention today can see a new shift emerging. One that requires different choices in technology, infrastructure, and product development. The rise of AI agents is leading us into a new era: Service-as-a-Software.
At GlobalOrange, we believe this is not a hype, but a lasting change in how digital services function. Software is no longer just a tool in the hands of people. It is increasingly becoming an autonomous player in your organization. For companies with a digital platform, this means: are you still building for human users? Or are you also building for AI agents that autonomously control your software?
“We are not in the era after SaaS, but in its evolution. Service-as-a-Software is what happens when you prepare SaaS for autonomous, intelligent users.”
The evolution of software usage: from people to machines
Software as a Service has helped companies digitalize, standardize, and scale their processes. But where SaaS always required an interface—buttons, forms, dashboards—AI agents are increasingly bypassing that layer. They interact directly with APIs, process data, and make decisions based on context, not clicks.
The frontend is becoming less important. The backend, the logic, the accessibility of your data—that’s where the value lies. This means that your software must be designed differently. No longer primarily for human interaction, but also for autonomous execution.
What is Service-as-a-Software?
The term ‘Service-as-a-Software’ describes software that independently provides a service without the need for continuous human input. Instead of a lawyer filling out a template, an AI agent writes the contract. Instead of a support agent handling questions, a language model does this based on millions of examples. And instead of a marketer assembling a campaign, an AI system automatically generates personalized content based on real-time data.
That’s the core of this new approach: software as an autonomous service provider. And that changes the requirements for how your platform functions.
AI agents are already here—and they are getting smarter
We don’t have to wait for this future. It’s already here:
- Bank of America’s Erica now handles more than 2 million customer inquiries per day—completely AI-driven.
- GitHub Copilot assists developers worldwide in writing, refactoring, and testing code—taking over up to 40% of their work.
- In the legal world, law firms use AI tools to review and draft contracts—work that was previously done by junior associates.
The trend is clear: where software once supported people, software now supports… software.
What this means for your SaaS platform
If your platform still relies on manual input, visual interfaces, or sequential processes, it’s time to look ahead. Not because the current model won’t work tomorrow, but because the new model offers opportunities that your competitors may already be exploring.
Three questions you must ask yourself today:
- Can an AI agent independently invoke, interpret, and complete my service?
- Are my APIs robust, well-documented, and structured for machine consumption?
- Is my data structured, accessible, and rich enough in context to base autonomous decisions on?
If the answer is ‘no’, then now is the time to consider adjustments in your architecture.
From tool to teammate
Service-as-a-Software is not only changing the technology but also the relationship between humans and software. AI agents are no longer just tools, but teammates. They perform tasks, give advice, make proposals. They communicate with your CRM, schedule meetings in your calendar, optimize campaigns based on real-time insights. And they do all this 24/7, flawlessly, and at scale.
With this, the focus shifts from user experience to agent experience: how easily can an AI understand your service, use it, and collaborate with it?
“AI agents will not only be users of your software, they will become your biggest customers. And they have different requirements than humans.”
Waarom wij hierin geloven
Bij GlobalOrange bouwen we al 18 jaar digitale producten die vooruitdenken. Met klanten als Tikkie, Aesop, en Muto bouwen we schaalbare, veilige en toekomstbestendige platforms. Onze aanpak (GOdna) en infrastructuurtooling (InfraKit) zorgen ervoor dat je snel schakelt én voorbereid bent op veranderingen zoals deze.
De overgang naar een AI-first softwarearchitectuur vraagt niet alleen om technologie, maar ook om visie. Die brengen wij mee—en vertalen we samen met jou naar een concreet productplan.
Ready to make your platform AI-ready?
Whether you’re at the beginning of your product development or managing an existing SaaS platform—now is the time to invest in AI agent-readiness. With our Product Discovery Workshop, AI Opportunity Map, or a quick Tech Scan, we will map out what you need, what’s already working well, and where the opportunities lie.
- Fill out our contact form
- Call +31 20 420 4307
- Or schedule an appointment directly
Within 24 hours, you’ll receive our response, and you’ll always get a clear overview of the possibilities, costs, and timelines.
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