Customer Agents and Service Agents
A Negotiated Model for Digital Services
The first article in this trilogy argued that software is increasingly best understood as governed behavior rather than as a static code artifact. The second argued that knowledge, policy, and intent must therefore become first-class architectural concerns. This final article applies those claims to a broader interaction model for digital services. In the dominant model, enterprises collect customer data, define the rules of access, and orchestrate service fulfillment from their own systems of record. An alternative model is becoming thinkable: the customer is represented by a software agent that holds identifiers, credentials, data references, and consent policies, while enterprises expose service agents that advertise capabilities and negotiate within bounded scopes. This essay argues that the building blocks for such a model already exist across self-sovereign identity, verifiable credentials, personal data stores, purpose-bound authorization, multi-agent communication, and service choreography.
May 2025Software in the Age of Generative Systems