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AI agents could shift control of customer relationships towards whoever controls the interface, argues Dhaval Tanna in a new essay. He says service providers are responding by building their own assistants, limiting outside agents or selectively opening access through APIs and Model Context Protocol servers.
Why it mattersThat is a useful way to frame the tussle: the agent may be the front door, but the service behind it still wants a say in who comes through. Which matters more: a convenient AI agent, or the company that controls what it can access?
Discuss: Should service providers be free to restrict outside AI agents to protect their customer relationships, or should customers decide which agents can access a service?
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