Agent Communications - Survey

Yes, live in production with real customers

Yes, actively building it, shipping within 3 months

Managed agent platform (Claude, Amazon Bedrock, Google Vertex AI)

LLM API with our own code (OpenAI, Anthropic, Gemini, etc.)

Agent framework (LangChain, CrewAI, LlamaIndex, AutoGen)

No-code or low-code builder (n8n, Zapier AI, Make, Relay)

To automate tasks that previously needed a human

To be available to customers around the clock without scaling headcount

To handle volume our team could not manage manually

To offer a capability that was not possible without AI

The agent is the core product, not a feature we added

Customers expected it, it became table stakes

It sends them something through a channel we have set up (Email, Slack, WhatsApp, etc.)

It delivers output inside our product, customers see it when they come back to our app

It is inconsistent, sometimes one, sometimes the other, depending on context

The agent does not communicate, it acts, and customers see the result in the product

We have not built this properly yet, it is still a gap

We retry on the same channel after a delay

We fall back to a different channel automatically

The agent proceeds without the input and makes its best guess

Nothing, the task stalls until they respond

We have no fallback and it is a gap we know exists

This does not happen, our agent does not need responses to continue

In-app chat or messaging interface inside our product

None, customers log into our product and find output there

Response rates on our current channels are too low, customers miss messages

Some customers are completely unreachable on the channels we have

Different customers prefer different channels and we cannot serve all of them

We want to meet customers where they are rather than asking them to come to us