De-risking investment in AI agents

For businesses, the potential is transformative: AI agents that can handle complex service interactions, support employees in real time, and scale seamlessly as customer demands shift. But the move from scripted, deterministic flows to non-deterministic, generative systems brings new challenges. How can you test something that doesn’t always respond the same way twice? How can you balance safety and flexibility when giving an AI system access to core infrastructure? And how can you manage cost, transparency, and ethical risk while still pursuing meaningful returns?

These solutions will determine how, and how quickly, companies embrace the next era of customer experience technology.

Verma argues that the story of customer experience automation over the past decade has been one of shifting expectations—from rigid, deterministic flows to flexible, generative systems. Along the way, businesses have had to rethink how they mitigate risk, implement guardrails, and measure success. The future, Verma suggests, belongs to organizations that focus on outcome-oriented design: tools that work transparently, safely, and at scale.

“I believe that the big winners are going to be the use case companies, the applied AI companies,” says Verma.

Watch the webcast now.

This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff. It was researched, designed, and written by human writers, editors, analysts, and illustrators. AI tools that may have been used were limited to secondary production processes that passed thorough human review.

Upgrade your audio game with the Logitech for Creators Blue Yeti USB Microphone. With over 33,730 ratings and an impressive 4.6 out of 5 stars, it’s no wonder this is an Amazon’s Choice product. Recently, 5K+ units were purchased in the past month.

Available in five stunning colors: Teal, Silver, Pink Dawn, Midnight Blue, and Blackout, this microphone is perfect for creators looking to produce exceptional audio. Priced at only $84.99, it’s a deal you can’t afford to miss.

Elevate your recordings with clear broadcast-quality sound and explore your creativity with enhanced effects, advanced modulation, and HD audio samples. Order now for just $84.99 on Amazon!

Help Power Techcratic’s Future – Scan To Support

If Techcratic’s content and insights have helped you, consider giving back by supporting the platform with crypto. Every contribution makes a difference, whether it’s for high-quality content, server maintenance, or future updates. Techcratic is constantly evolving, and your support helps drive that progress.

As a solo operator who wears all the hats, creating content, managing the tech, and running the site, your support allows me to stay focused on delivering valuable resources. Your support keeps everything running smoothly and enables me to continue creating the content you love. I’m deeply grateful for your support, it truly means the world to me! Thank you!