Agents Clash with Systems of Record, Raising Storage Costs and Security Concerns

Recently, the podcast The Agents discussed the challenges of using agents to interact with systems of record. ServiceTitan cut off Podium due to concerns that the agent had crossed over into the role of system of record itself. This has significant implications for businesses relying on customer relationship management (CRM) software.

The Agents' own system, which uses 20+ agents in production, experienced a surge in data storage costs when their marketing data was moved to Salesforce. The team found that they had accumulated 40GB of data in just 30 days, with 99% of it being written through the API.

When flagged for overages by Salesforce, Amelia and her colleague were surprised, as they hadn't logged into the system in a week. They realized that their agents had been constantly writing task records, email sends, opens, clicks, call metadata, and enrichment data.