AI at work is moving from “help me write” to “help me run the work.”
Agents can route requests, update tickets, follow up on missing info, and keep workflows moving.

But there’s one catch: agents can’t help in fog.

When work crosses departments and visibility drops, humans fill the gap with pings, meetings, and escalations. Add agents into that environment, and the noise can multiply.

In this episode, Alex and Jemie break down the idea of a “reality layer”, the simple signals that let humans and agents share the same work calmly:

• clear case identity

• meaningful states (not vague labels)

• handoff receipts instead of status chasing

• event trails as proof

• safe, supervised agent roles (Router + Watcher)

For the full deep dive, read the LinkedIn newsletter: Operational Intelligence — Part 5 (in the Automate & Elevate newsletter) by Mohamed Adam.