Systems of records like ERP and CRM are built around human constraints. Humans create, update, and delete information but decisions are made outside these systems. Systems of engagement like chat have made it easier to interact with ERPs but the real value lies in systems of intelligence (Agents) that do not just query and update records but also make decisions. In the near future, systems of records will recede to become data stores. Intelligence through chat and ephemeral user interfaces and agents will take over work. What we would then have is a single 'system of work.'
