Every Human Needs an Agent. Every Agent Needs a Human.

Ask a company's youngest employee whether they use AI, and you might hear about ten free Gmail accounts, each fed contracts until the credits run out. That story, told by Nick Heddy, President and Chief Commerce Officer at Pax8, is where shadow AI stops being a slide and becomes a confidentiality breach. Recorded on the floor of Pax8's partner conference, this conversation takes on the stakes for small businesses: firms that will never hire a CTO, can't lay anyone off, and are about to be handed always-on agents with enterprise-grade governance. We unpack why agents will soon prompt humans rather than the other way round, who owns the evidence when a customer changes a policy, and why he thinks SaaS pricing logic doesn't apply. Then there's the blunt maths: 400 million small businesses, perhaps 10,000 providers able to help. Who fills the gap?

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