From On-Premises To Autonomous Systems: Why AI Agents Are The Next Big Shift In Software

Forbes

08-07-2025

Dr. Son Nguyen is the cofounder & CEO of Neurond AI, a company providing world-class artificial intelligence and data science services.
The software-as-a-service market (SaaS), valued at $247.2 billion in 2024, is undergoing its most considerable transformation. For years, tools like Salesforce, Shopify, Asana and many others have significantly revolutionized business workflows.
Despite their success, these platforms share a critical gap: They're static. In other words, traditional SaaS operates like a toolbox: It's useful, but only if you manually pick up each tool. Users spend a lot of time on repetitive data entry in SaaS applications, while most operate independently, with limited integration between them. The result? Frustration, inefficiency and missed opportunities.
Imagine a software system that autonomously connects your tools, automates repetitive tasks and delivers insights without you lifting a finger. This is possible, as the reality of AI-powered SaaS.
The Story Of Software: From On-Premises To SaaS
Software has experienced a great transformation over the past few decades. In the early days of computing, software was almost delivered as on-premises solutions where companies purchased, installed and maintained applications on their hardware. Microsoft Exchange for email, SAP ERP for enterprise resource planning and Oracle Database for data management traditionally run on company-owned servers. This model gave you full control over data storage, security configurations, software customization and access management.
However, on-premises solutions also came with significant challenges: high upfront costs, complex maintenance and limited scalability. Organizations had to purchase software licenses and necessary hardware, such as servers and storage systems, to run the system, and this ate up significant investments. The cost of hiring or training IT staff to manage installation, configuration and ongoing operations also created a high financial barrier, particularly for SMBs. Additionally, your businesses had to be responsible for maintaining the software and infrastructure, including applying regular updates, security patches, bug fixes and troubleshooting issues.
The introduction of SaaS marked a significant shift. It delivers cloud-hosted software accessible via the Internet, eliminating infrastructure burdens. Businesses could now leverage powerful tools without managing backend complexities.
Salesforce allows enterprises to manage customer relationships with advanced automation, analytics and personalized marketing campaigns, helping companies like Coca-Cola streamline sales pipelines and boost customer retention. EarthEnable adopted Asana to replace spreadsheets and emails, improving task management and communication.
But here is the point: Due to static workflows, many SaaS tools follow fixed processes and rules. This means they can't easily adjust to unique or changing business needs. How can Salesforce, for instance, automatically adjust sales strategies in real time when a competitor launches a disruptive product? Businesses may have to compromise or find workarounds rather than have the software adapt to their requirements. Plus, the heavy reliance on user actions slows processes.
SaaS expense management tools require employees to manually enter each expense, upload receipts and fill out forms for every purchase. If transactions from credit cards aren't imported or scanned automatically, users spend extra time on data entry. Noticeably, SaaS applications don't connect well with other software, creating separate 'islands' of data, making sharing information between different tools difficult.
Suppose your company uses QuickBooks Online for accounting and Shopify for the online store. If they don't integrate smoothly, sales data from Shopify must be manually exported and then imported into QuickBooks. The finance team will struggle to get a complete, up-to-date view of the company's sales and financials.
AI, particularly AI agents, would turn these limitations into opportunities.
AI Agents And The Transformation Of SaaS
AI agents can autonomously perform complex tasks, make decisions and navigate multistep processes. Unlike traditional SaaS tools that rely on user input or predefined rules, AI agents are proactive and can take action independently.
Let's say a user might have to manually export data from Salesforce, import it into Trello, set up notifications and repeat this process for every new deal. This approach is time-consuming and prone to human error and inefficiency, especially as workflows grow in complexity.
AI agents are designed to autonomously manage entire processes from start to finish. They can analyze data across multiple platforms, make real-time decisions based on context and historical patterns and execute multistep actions without waiting for user prompts. You could have an AI agent detect a new lead in Salesforce, cross-reference the lead's activity in email and support platforms, prioritize the lead, send personalized emails and update the sales pipeline—all without a human touch. If the lead responds, the agent can further adapt the workflow, notify team members and generate summary reports, seamlessly handling exceptions and changes as they arise.
This autonomy is transformative for businesses. AI agents don't just automate individual tasks; they manage the entire process, making decisions and taking actions much like a skilled human would. Their capabilities enable organizations to scale operations, handle thousands of workflows simultaneously and adapt quickly to changing business needs. As a result, businesses can move from static, user-driven processes to dynamic, self-optimizing operations.
Understanding the power of AI agents, giant SaaS providers have implemented this technology into their systems, breaking down silos and creating dynamic workflows.
Leading customer service SaaS platform Zendesk has integrated generative AI, specifically OpenAI, to handle customer inquiries autonomously. The company has AI agents analyze tickets, suggest responses and solve complex issues, reducing response times and manual effort.
Salesforce's traditional CRM required significant manual input for tasks like lead prioritization or follow-ups. With Agentforce (and Agentforce 3, the company's latest installment), AI agents autonomously qualify leads, schedule emails and generate reports, transforming Salesforce into a proactive sales and service hub.
GitHub initially required developers to code and debug manually. Introducing GitHub Copilot, the company aims to create a system that can suggest code snippets and complete functions in real time.
Conclusion
The development from on-premises software to SaaS was a game-changer, but AI agents are writing the next chapter in the story of business solutions. By transforming static, siloed SaaS tools into intelligent, integrated ecosystems, AI agents empower businesses to operate more efficiently and competitively.
To stay ahead in a rapidly growing market, businesses should take advantage of AI agents. Integrating these intelligent systems into existing SaaS platforms will unlock new levels of productivity and innovation, ensuring long-term success.
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