How AI Agents Are Transforming The Application User Experience
Techstrong.ai, Tuesday, August 5th, 2025
KJ Kusch, global field CTO for WalkMe, a unit of SAP, explains how the rise of artificial intelligence (AI) agents will transform the application user experience.
Hybrid work stacks now include a parade of AI helpers-SAP's Joule, Google's Gemini, IBM's Watson and more. Kusch tells Mike Vizard that most employees bounce among them without a traffic cop, leading to contradictory prompts and stalled workflows.
The root issue, he says, is that enterprises still switch context every time a task spans multiple systems. 'AI needs to be orchestrated, not just turned on per application,' Kusch argues, because business processes rarely live inside a single tool. WalkMe's answer is to watch for hesitation-three mis-clicks, a long pause-and then surface the missing policy, knowledge-base article or regulatory rule so the user can keep going instead of opening yet another tab.