What is the Universal AI Agent?
The Universal AI Agent brings Atom to wherever your employees and service teams work - on Slack/Teams, email and the browser. Whether it's resolving a VPN issue, accessing a report, or following a setup guide, Atom can step in and help without disrupting their current workflow. With Atom interpreting on-screen context to understand exactly what the user needs, employees spend less time explaining themselves and more time getting things done.
Get help from Atom via chat, voice, or screen share
Atom works across three core modalities—chat, voice, and screen share—making it easier for users to explain their issue or get guided help in the format that suits them best.
Users can chat with Atom on Slack/Teams and the browser to find answers or raise requests. They can also start a voice conversation with Atom on the browser where it listens and responds in real-time. And when a problem is hard to describe, they can screen share to let Atom guide them through the fix.
Why we built it
Traditional IT support relies on users navigating to portals or switching to email to describe their problems and agents interpreting their issues correctly. This slows things down, especially when the issue is time-sensitive and hard to describe or the resolution has numerous complicated steps. The Universal AI Agent removes that friction by delivering intuitive, proactive assistance using the employee's current interface and the form of communication that’s most natural to them. Think of it as the enterprise version of an Alexa or Google Assistant—except it's deeply embedded in your workplace systems.
With the Universal AI Agent, you can:
Help your users wherever they are—whether in the browser, on their device, or through the communication app of their choice
Provide faster resolutions for complex issues like VPN errors and setup requests
Skip lengthy back-and-forths—Atom understands on-screen context and walks users through fixes interactively
Reduce ticket volumes by resolving problems at the source, before they reach the service desk
Empower service teams and admins through a full-page AI experience in Atomicwork. They can ask questions, analyze trends, and take action directly from the portal
Installation and setup
Browser extension
The Atomicwork extension is available for use on all Chromium browsers like Chrome, Edge, Brave, Arc, etc.
Download the app extension package and unzip it.
Please reach out to your Customer Success Manageer to request the extension package.Navigate to chrome://extensions and turn on Developer Mode from settings.
Select Load Unpacked and choose the unzipped folder.
The Atomicwork extension will be added to in the Extensions tray indicated by a puzzle icon. Pin it for ease of access.
Click on the extension to open the chat window and log in to your Atomicwork account.
Using the Universal AI Agent on the browser
Initiate a chat with Atom
To initiate a conversation with Atom, click on the Atomicwork Chrome extension next to your address bar.
You can chat with Atom directly in the message box like you would with a teammate.
Atom reads on-screen details like the URL, visible text, and page elements to understand your context and guide you accurately, without needing you to explain everything.
For example, if you're on a Salesforce dashboard you can't access, just ask Atom in the browser: "How can I get access here?" Atom will detect you're on Salesforce, identify the blocked dashboard from the URL or visible name, and instantly guide you to the right service item to request access.
You can attach screenshots or images by clicking on the ＋ to provide additional context, if necessary.
You can also start a new chat at any time by clicking on New chat at the top right.
You can view all your past browser conversations with Atom by clicking on the clock icon at the top right.
Start a voice conversation with Atom
You can talk to Atom for voice-guided support by clicking the audio icon at the bottom left of the message box.
Atom will respond in real time using on-screen context to guide you through the issue.
During a voice conversation, you’ll see quick controls at the bottom of the chat window:
Mute – Mute your mic if you need a moment or want to pause the conversation.
Share screen – Share your screen so Atom can walk you through the steps visually.
End call – Click on the X to end the voice conversation when you're done.
Say, you’re having trouble connecting to the office printer, you can start a voice chat and say, “I can’t print to the 3rd floor printer.” Atom will guide you step by step, waiting between instructions to help you troubleshoot without typing. If you share your screen, Atom can see your device settings and walk you through exactly what to do, like checking printer preferences or updating your connection settings.
Every message appears as both a voice note and a text transcript, so you can replay the conversation or refer back to specific steps easily.
Use Atom from the Atomicwork portal
You can access Atom in the Atomicwork portal for more complex queries or for agent/admin usecases.
Navigate to the portal and click on Ask Atom in the left navbar to open a full-screen chat experience.
You can ask Atom for any information from your knowledge sources as well as stuff like "What are my pending tickets?"
You can also interact with reports and structured data directly from this view.
For example, if you're an IT admin trying to triage pending work, just ask Atom, “What are my open requests?” Atom will pull up a list with links so you can take action immediately.
Go to the Atomicwork portal and click on Ask Atom in the left navbar to open the full-screen experience.
You can ask Atom for answers from your knowledge sources or for real-time request updates.
You can also interact with structured data files in your knowledge sources directly from this view.
For example, as an agent you can triage your work by saying "What are the pending requests assigned to me?". Atom will pull up a list with links so you can dive right in.
FAQs
Q: Is the Universal AI Agent available for all users?
A: The Universal AI Agent is being released to users on demand. Please reach out to your IT admin or the Atomicwork Customer Success Manager to request access.
Q: Does it store screen data during sharing?
A: No. Atom only uses screen share temporarily to guide the user and does not record or store any screen content.