Uploaded July 2026 | Updated September 2026, 3 days ago

---

Kevin Coleman, co-founder of Ravenna, stopped by the WorkOS booth at AI Engineer World's Fair 2026 to talk about automating employee support with AI agents, and why that's harder than it looks.

We get into why approvals are the core challenge in enterprise agents (and why "not all Google groups are created equal"), how the shift from deterministic workflows to agentic ones reshaped what they build, and the coding agent Ravenna built to generate new integrations on the fly.

Topics covered:

• Automating internal employee support vs. external customer support
• Blending deterministic workflows with agentic automation, and when to use each
• Why approvals need to live at the resource level, not just the workflow
• How service desk teams are shifting from working tickets to building agents
• The in-house coding agent that writes integrations straight from API docs
• Where the real bottleneck actually is (hint: it's not the models)
• Shipping quality software without lowering the bar for AI slop

Ravenna: ravenna.ai
WorkOS: workos.com