The Only SaaS Feature You Should Be Building
“SaaS is dead. The future is CRUD apps that act as a thin layer over data. The real work will happen through agents that interact with both data and people.”
– Satya Nadella (paraphrased)
I believe Satya is generally correct here. But before companies can get there, they have to solve one critical piece: the action interface for human operators.
This is a necessary step before the coming wave of headless AI. I’ll post about that next.
Why the Action Interface Matters
AI infrastructure and agentic layers are moving quickly. There’s progress on semantic layers, orchestration engines, eval frameworks, all great for admins and technical users. But what about the operators? The people actually running day-to-day workflows?
Here’s the truth: most operators aren’t prompt engineers. They don’t have time to fine-tune context, build evals, or craft perfect instructions. Their job is to keep the world moving, keep making the widgets.
What they need is simple:
- A clean interface that let’s them react to and confirm actions.
- A way to proactively ask the system to take actions.
Yet SaaS companies are still building AI for a rare technical user.
The Two Modes of Work
Almost all SaaS tools today boil down to two patterns:
- Tasks/queues — where operators work through a list
- Proactive actions — where operators drive work forward (e.g. scheduling, updating records)
Everything else (alerts, dashboards, comments) is either feeding into or enabling those two modes.We’ve seen a lot of focus on proactive UX: chat interfaces, canvases, dynamic UIs. That’s important. But what’s missing, what every SaaS company will need to nail, is the reactive side. That’s where the next big unlock lies: designing interfaces that let operators react without friction.
The New Paradigm: Reactive Agentic UX
Reactive UX means operators aren’t hunting around for what to do. They’re not juggling five separate interfaces. They react to actions and insights. They have a single, go-to agentic interface. The agent surfaces the right actions at the right time. The Operator Interface is where the work gets done:
- Reviews, confirms, or adjusts what the agent proposes
- Creates the building block for real-world (logistics, support, field service, deskless worforce, etc.), human-in-the-loop training
To work in heavy operations, this interface can’t just be a static list. It needs a few critical components:
It should support intelligent task queueing and routing, automatically assigning tasks to the right user or team with clear prioritization and status indicators like “new,” “in progress,” or “completed.” It should also alert operators when something actually requires their attention, eliminating guesswork or manual triage.
Next, it needs a robust context panel that consolidates all relevant metadata in a single view. Whether it’s order details, historical activity, agent recommendations, or chain-of-thought reasoning, operators should not have to jump between systems just to understand what is happening.
Action controls should be seamless. Operators need one-click confirmations or edits of agent suggestions, along with the ability to reject or override them when necessary. Every action should be recorded with an audit trail so there is never ambiguity about what was done, who did it, or why.
Collaboration must also be built in. That includes simple hand-off or escalation flows for edge cases, as well as lightweight commenting or tagging so other team members can contribute without disrupting the workflow.
Finally, the interface should empower operators to initiate agent actions directly. With predefined templates or smart buttons, they should be able to trigger common workflows like rescheduling a delivery or generating a new quote without having to write a prompt from scratch.In other words, a great Operator Interface surfaces the right actions automatically, provides clear and contextual information, enables operators to react in seconds rather than minutes, and maintains a clean record of everything that happened.
This is the bridge between CRUD apps and true agentic workflows.
What’s Next
If you’re building SaaS or agentic software today, this is the feature to focus on.
- Build the operator action interface
- Make it dead simple for operators to engage with agents… No prompts, no context-building, no friction.
Headless AI is coming. But this is the bridge we have to build first.